How to appeal a business lending decision
A transparent and open appeals process
We’re committed to supporting small and medium-sized enterprises by making credit and working capital facilities available to viable businesses. As part of this commitment, we provide a transparent and open appeals process for customers who feel that a formal credit application has been unfairly declined.
All appeals will be reviewed by our independent appeals team who will make sure that the appropriate information was correctly factored into the original decision.
Can I appeal a lending decision?
If you meet all of the criteria detailed below you are able to appeal:
- You have applied to NatWest for lending
- Your lending request has not been declined due to adverse credit history or bankruptcy
- You have submitted a formal lending application
- Your appeal relates to a lending application declined within the previous 30 days
- Your annual business turnover is less than £25m
If you have any general queries around business lending terms and conditions or proposed costs, fees and interest rates, please discuss with your Relationship Manager or follow the complaints process detailed under the ‘What to do if you don’t have the right of appeal?’ section below.
What happens next?
- Once your application is received and reviewed you will receive a notification acknowledging your request within 24 hours of receipt of the appeal (excluding weekends and bank holidays).
- If your application is not eligible for appeal you will be advised in writing within three working days of receipt stating the reasons why your application has been rejected.
- Your Relationship Manager will be made aware of your appeal application.
- The appeals team, who are independent of the original sanctioning process, will review the case.
- A representative from the appeals team may contact you on the phone number you provided to discuss your appeal.
How long will it take to process my appeal?
- We are committed to providing you with a response within 30 working days of receiving your appeal.
- We will telephone you to discuss the outcome of your appeal and we will also confirm our decision in writing or email to you.
What to do if you don't have the right of appeal?
If your appeal doesn’t fall under the ‘Can I appeal?’ guidelines above, then you may take matters further by making a formal complaint.
Ultimately, you have the right to refer the matter to the Financial Ombudsman Service, subject to applicable eligibility thresholds and time limits. While lending decisions would not usually fall within the Ombudsman's jurisdiction, they may review decisions on a case-by-case basis.