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Common questions

Get the answers you need about your NatWest Credit Card

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

Call us immediately on 0870 903 6875 (or + 44 1268 500 813. We’re open 24 hours a day).
Got NatWest Card Protection? Call 0800 677 677.
Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161. Calls may be recorded.

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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?

Below are the different ways that a NatWest Credit Card Bill can be paid, and the time to allow for each payment method. Please bear in mind that working days are Monday to Friday, excluding weekends and bank holidays.


Payment methodTime to allowHow
Direct Debit
  • Minimum / Fixed amount – payment is claimed 25 calendar days from statement date or shortly afterwards
  • Full amount – payment is claimed 15 calendar days from statement date or shortly afterwards
  • You can set up a monthly Direct Debit for a minimum, full or fixed amount over the phone or via NatWest Credit Card Online Services
  • To register for NatWest Credit Card Online Services simply visit www.natwest.com/cardservices and follow the on-screen instructions
  • Alternatively call your relevant customer service number, see below or on the reverse of your card
NatWest Online Banking (NatWest current account customers only)
  • 2 hours via faster payment *
  • NatWest current account customers can register for Online Banking at www.natwest.com/onlinebanking
  • If you are already registered log in and go to the "Payment – Pay your credit card" section and follow the on-screen instructions
NatWest Telephone Banking (NatWest current account customers only)
  • 2 hours via faster payment *
  • NatWest current account customers can register for Actionline, our telephone banking service, by calling 0800 88 11 77
    Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161 Calls may be recorded
  • If you are already registered for Actionline, simply call 08457 888 444 at anytime to make a payment
At any branch of NatWest over the counter
  • 2 hours for over the phone payments*
  • 3 full working days for cheques paid in (funds must be cleared before payment is accepted)
  • Payment can be made by presenting your credit card, your bank giro credit slip or providing you credit card number
At NatWest branches by Single Branch Payment (NatWest current account customers only)
  • 2 hours via faster payment *
  • Payment can be made from your current account via Chip and Pin once a record has been set up
  • For assistance in setting up a Single Branch Payment visit the branch with your credit card details
Payment by debit card over the phone
  • 2 working days for debit card payments
  • Call your relevant customer service number, see below or on the reverse of your card
NatWest Credit Card Online Services
  • 2 working days for debit card payments
At a branch of any other bank (some banks may charge for this)
  • 4 full working days (cash and cheques)
  • If paying by cheque, funds must be cleared before payment is accepted
  • Complete the attached bank giro credit slip and take it, with your payment and statement, to any bank displaying the Mastercard or Visa logo
By Post (cheques should be sent to NatWest, Milton Keynes, MK77 1SE)
  • 7 full working days
  • Funds must be cleared before payment is accepted
  • Cheques should be payable to NatWest (please write your card number after NatWest on the payee line)
  • Send cheque and completed bank giro credit slip
  • Cheques shouldn’t be post dated. If payment is received using a post dated cheque we accept no responsibility for loss of interest or charges incurred
Other Banks’ Online and Telephone Banking Services
  • 2 hours for faster payments
  • 3 full working days for other payments
  • Please quote your credit card number and sort code (both found on bank giro credit slip)
  • If a bank account number is requested, please quote 00000000
  • Please note you cannot use these details for a Chaps payment

* Faster Payments / Cash paid in at NatWest branches
The Faster Payments service allows participating banks to provide same day processing of electronic payments such as funds transfer, bill payments and standing orders. This means that payments to your NatWest credit card made on the Internet, by telephone or in any branch of NatWest by Cash or Single Branch Payment will usually be applied to your available funds within 2 hours regardless of when the request is received. Payments may take longer to appear on your account (generally within 2 days) but will be back dated to the date the payment is made.

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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.
Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161. Calls may be recorded.
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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How Long does a money/ balance transfer take?

Money / Balance transfers complete within 1 working day.

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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.
Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161. Calls may be recorded.

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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 Payment Scheme Exchange Rate we use is from the day the sales voucher reached us in the UK. We add a small percentage to cover the Non-Sterling Transaction Fee.

If you have a question regarding a foreign transaction then call 0870 333 9091.
Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161. Calls may be recorded.

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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.
Customers with hearing and speech impairments can contact us by Minicom number 0800 404 6161. Calls may be recorded.

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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.

For further information about managing your finances or dealing with debt, please read our Dealing with Financial Difficulty guide.

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


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Call us on
0800 148 8327

Minicom
0800 917 0526

Lines are open: Mon to Fri 8am-8pm, Sat 9am-5pm
(excl. public holidays).
Calls may be recorded