Common questions

• I’ve lost my card or had it stolen. What should I do?
• Can I withdraw cash with my NatWest Credit Card?
• How do I make a payment to my NatWest Credit Card?
• Can I transfer cash from my credit card to my bank account?
• I want to apply online. How will I know if my application was successful?
• When will I receive my card?
• What is the interest rate?
• Can I use my NatWest Credit Card abroad?
• How do I close my account or cancel my card?
• What if I am having trouble meeting my repayments?
• What are the payment times for my card?

I’ve lost my card or had it stolen. What should I do?

Call us immediately on 0870 600 0459* (or +44 142 370 0545. We’re open 24 hours a day). Got NatWest Card Protection? Call 0800 677 677.

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Can I withdraw cash with my NatWest Credit Card?

Absolutely.

You can get cash from any bank or cash machine which shows the MasterCard logo. You’ll need your PIN - and remember that there’s a fee for withdrawing cash.

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How do I make a payment to my NatWest Credit Card?

There are four choices. Simply decide which is best for you:

• Direct Debit - never forget to make another payment. Simply call 0870 333 9091*. You will need to make sure you have enough funds in your bank account.
• Bank or post office - just bring along your statement, Bank Giro Credit slip and payment, leaving at least four working days before the payment is due. The service is free at any Post Office and branch of The Royal Bank of Scotland or NatWest. You can also pay at any UK bank displaying the MasterCard or Visa symbol, although some banks may make a small charge.
• Post - make your cheque payable to ‘NatWest’. Then pop it in the envelope we provide, along with your completed Bank Giro Credit slip. You should send payments first class to PAYMENT ADDRESS at least seven working days before the due date. Sorry, but we can’t accept cash payments by post.

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Can I transfer cash from my credit card to my bank account?

Yes.

Our money transfer service lets you send cash from your NatWest Credit Card to any UK bank account. However, only the primary cardholder can ask for a money transfer.

To make a transfer today, or to find out more, call 0870 333 9091*. Visit the page for the card you have to view the rates and charges for transferring cash to a bank account.

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I want to apply online. How will I know if my application was successful?

We’ll usually give you a decision in around a minute.

However, it can take up to nine working days to complete the application process. If you’ve not heard from us by then, call 0870 333 9091*.

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When will I receive my card?

When we’ve approved your application, we’ll send your card within a week or two.

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What is the interest rate?

There are different rates of interest for different cards. Take a look at the rates and charges information on each product page for more information.

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Can I use my NatWest Credit Card abroad?

Yes - and it’s easier than you might think

When you get back home you’ll see the purchases and withdrawals you made abroad shown in the local currency, then exchanged into pounds sterling on your statement.

The rate of exchange we use is from the day the sales voucher reached us in the UK. We add a small percentage to cover the foreign exchange fee.

If you have a question regarding a foreign transaction then call 0870 333 9091*.

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How do I close my account or cancel my card?

Did you know that we’ll keep your NatWest Credit Card open, even if you’ve not used it for a while? If you’d like to talk about the options, or cancel your card, 0870 333 9091*

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What if I am having trouble meeting my repayments?

Treating you fairly when you cannot pay your Credit Card

If you are having trouble paying your credit card, we aim to treat you fairly.
We will:

• contact you as soon as possible to discuss your problem;
• talk to agencies who give advice (for example, Citizens’ Advice) and are acting on your behalf if you want us to;
• give you a reasonable time to pay back the debt; and
• only take further action, if we cannot solve the problem with you.

We might be able to:

• change the way you make your payments or the date you make them;
• arrange a new payment plan with you taking your and our interests into account;

If we cannot do any of these things, we will tell you why. If we can make one of these arrangements with you, we will explain how it would work and give you an agreed period of time to consider it first.

What you can do to help:

• Tell us as soon as possible if you are having problems repaying your credit card, or anticipate having problems.
• Get in touch with us quickly if we try to contact you.
• Keep to the payment plan we agree with you. If you do not make the payments, we might have to go to court to get back any money you owe us.
• Check whether you can get any state benefits or tax credits.
• If you have an insurance policy, check whether it would help with your payments.
• Tell us if you move to a new address or change your phone number.

Fur further information about managing your finances or dealing with debt,
please visit our MoneySense website.

30 Day ‘Breathing Space’ Commitment

As part of our commitment to help borrowers struggling to repay their debts, we will provide 30 days ‘Breathing Space’ during which time we will suspend any collection activity, providing:

• a not-for-profit debt advice agency has been engaged and;
• they formally notify us that you are in serious discussions with them to agree a repayment plan

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What are the payment times for my card?

Payment execution times

Payments from a NatWest Credit Card (excluding purchases) will be executed within 4 working days unless circumstances occur which are beyond our reasonable control and prevent this. Please note that other financial institutions may be involved in processing these payments, for example, when the account of the recipient of a payment is held with a different financial institution. We are not responsible for, nor can we control, other institutions’ timescales in processing payments.

We calculate the execution time from the date we receive payment instructions, not the date that they are sent (unless we specifically agree otherwise).

For purchases, we will debit a credit card account with a payment on the same day that we receive the payment instruction from the merchant through the card scheme.

Payments to a NatWest Credit Card

Below are the different ways that a NatWest Credit Card bill can be paid, and the time to allow for each payment method.

Working days excludes weekends and bank holidays.

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* Maximum call charge from a BT landline is 8p plus 8p per minute. Calls from other networks may vary. Calls may be recorded.