Common questions

Applying

• How do I apply for a current account?

I've applied for my account - what happens next?

• I have a completed an application on the Internet – what happens now?
• I have signed and returned my application form – what happens now?
• There are some pieces of information I need to change on my application form, can I do this?
• I would like to change the type of account that I applied for, can I do this?

What identification do I need before I can open my account?

• I have just applied for an account. What Identification do I need to provide?
• I already have an account with you, why do I need to provide further identification?
• When can I expect to receive my original documents which I sent you?

Using your account

• How can I get a new chequebook?
• How long does it take for a cheque to clear?
• Is there any way to make sure a cheque has cleared?
• How long does it take for my salary and other payments to reach my account?
• If I pay cash into my account, when can I have access to it?
• What is a Direct Debit?
• How can I set up a Direct Debit?
• What is a Standing Order?
• How can I set up a Standing Order?
• How can I take money out?
• How can I pay money in?
• When is credit interest paid?
• What is Chip and PIN?
• How do I change my card PIN?
• What happens if I enter then wrong PIN?
• What do I need to do if I lose my card?
• How can I keep track of my account?
• How does NatWest combat fraud?
• What can I do to combat fraud?

Contact NatWest

• How do I apply for telephone banking?
• How do I apply for the NatWest online banking service?
• How do I contact NatWest?
• Where is my nearest branch?
• When are your branches open?

How do I apply for a current account?

You can open most of our current accounts online, at a branch or over the phone. For every current account on this website, there is a box called 'Apply now': this gives you detailed information for each account.

Ready to apply now? If you are new to NatWest, we need to confirm your identity and address.

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I have a completed an application on the Internet – what happens now?

If your application has been agreed you will receive an application pack in the post, within 2/3 working days from the date you applied for your account. To get your account open all you need to do is sign and return the application form and send us any documentation we may have requested in the pre-paid envelope provided.

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I have signed and returned my application form – what happens now?

As soon as we receive your signed application and any supporting information we may have requested we’ll complete our final checks and send you confirmation of your new account details. Shortly afterwards your card and PIN will be sent, followed by your account welcome pack.

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There are some pieces of information I need to change on my application form, can I do this?

Cross out information that is incorrect, and insert correct details, initial any alterations made and return the application in the pre-paid envelope provided. It will be necessary for us to re-process the application form, which may result in a new credit reference search in light of the corrected information.

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I would like to change the type of account that I applied for, can I do this?

Please complete a fresh application as different Terms and Conditions apply to different accounts. A new application will result in another Credit Reference search.

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I have just applied for an account. What Identification do I need to provide?

You may need to provide both proof of identity and confirmation of your address, in some occasions we are able to complete our checks without the need to ask you for anything. The letter you receive from us will be specific with regards to your own personal circumstances and will detail what you are required to send us, if anything.

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I already have an account with you, why do I need to provide further identification?

Alongside other financial institutions we are legally required to identify our customers when a new account is opened. On some occasions this means that we may seek some form of identification even for an existing customer.

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When can I expect to receive my original documents which I sent you?

Return of these documents may take up to 14 days. If you have not received them back 14 days from having sent them to us, please contact our Helpdesk number on NatWest 0845 3030 299.

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How can I get a new chequebook?

As you get to the end of your chequebook, we automatically send a new chequebook to the address you have given us.

If you haven't received your new chequebook before the old one runs out, pop into your local branch, use online banking or call our telephone banking service on 08457 888 444 (Minicom 0800 404 6161).

Max call charge from a BT landline is 2p plus up per minute. Calls from other networks may vary. Calls may be recorded.

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How long does it take for a cheque to clear?

When you pay a cheque into your account, we collect the payment from the bank of the person or business who wrote the cheque.

It usually takes three working days (including the day the cheque is paid in) for a cheque to be received at the other bank for payment. This is known as 'clearing a cheque'.

Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.

If you pay a cheque in on a Saturday or after 3.30pm on a working weekday, the payment is not passed to your account until the following working weekday, when the cheque-clearing period will start. Also, cheques paid in at some financial institutions, or agents, (e.g. the Post Office), may take longer to arrive at the other bank for payment. For further information, please contact your branch, or relationship manager. The clearing cycle detailed in this section does not apply to foreign cheques, which will usually take longer to clear. Please ask a member of staff for details.

The Bank, at its discretion, may sometimes allow access to uncleared funds. This may mean that your account might appear to be in credit but the balance may include uncleared funds. If your branch allows you to draw against these funds, then you may have to pay overdraft interest and fees.

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Is there any way to make sure a cheque has cleared?

Yes. If you need to make sure the cheque has been paid, for example, if you wish to release goods, or pay funds away, then ask a member of staff about special presentation. There is a charge for this service.

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How long does it take for my salary and other payments to reach my account?

It normally takes two working weekdays for your salary - and other automated payments - to reach your account.

For example, a payment sent on Monday will be received into your account on Wednesday. (Where a standing order payment is made from another NatWest account, then the credit will be received onto your account on the same day as the remitter sends the payment). Where appropriate, we will pay interest on the amount of the credit from the day your account is credited.

It is important to note that automated credits can be recalled from your account by the payment remitter. If this happens, then a debit will be applied to your account, normally on the same day as the credit. However, for some standing order credits, the debit will appear on the following working day.

Automated payments made from your account, including those made over the phone or Internet, will appear as cleared funds on the payee's account two working weekdays after we have debited your account.

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If I pay cash into my account, when can I access it?

If you pay cash into any NatWest branch in the UK before 3.30pm on a working weekday, you'll normally be able to access it the same day.

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What is a Direct Debit?

A Direct Debit is when you tell us to allow an organisation to collect regular payments from your account - such as your gas, electricity and phone bills. Direct Debits may be for fixed or variable amounts.

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How can I set up a Direct Debit?

To arrange a new Direct Debit, you will need to sign a Direct Debit instruction provided by the organisation that you would like to pay.

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What is a standing order?

A standing order is when you tell us to pay a fixed amount to someone straight from your account at regular intervals. The money is taken from your account automatically on a fixed date and will show up on your statement.

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How can I set up a standing order?

A standing order is when you tell us to pay a fixed amount to someone straight from your account at regular intervals. The money is taken from your account automatically on a fixed date and will show up on your statement.

To arrange a standing order, just fill in the standing order form, which you'll be able to get from the person you're paying or from any NatWest branch.

You can also download our standing order form, and hand the completed form into any NatWest branch.
Download a standing order form (PDF, 32kb)

You can also set up standing order payments through telephone banking or online banking.

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How can I take money out?

• NatWest cash machines - we now have over 3,375 machines across the UK.
• Other banks' cash machines - you can use almost any UK cash machine, including those of The Royal Bank of Scotland, Barclays, Lloyds TSB, HSBC, Abbey National and Halifax. Please note that some cash machines may charge a fee when you withdraw money. These machines will tell you about any charge by displaying information on the screen. You will be able to stop the transaction if you don't want to pay the fee.
• 'Cashback' - when you pay using your debit card at thousands of retail outlets across the UK.
• Branch - you can withdraw money over the counter at any of our branches. Find your local branch.

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How can I pay money in?

You can pay money into your account in the following ways:

• Over the counter - pay in cheques or cash at any NatWest branch.
• Rapid Deposit machine - these can be found within many branches and allow you to pay in cheques or cash (notes only) into your account quickly.
• Cash machines - over 750 NatWest cash machines allow you to pay cheques or cash (not coins) into your account. Just fill in a paying-in slip and follow the instructions on the screen
• Online - once you've signed up to NatWest OnLine banking, you can transfer funds between your NatWest accounts online instantly.
• Post - you can post cheques (not cash) straight to your branch. Send them in an envelope with a completed paying-in slip. To find the address of your branch, please use our branch locator.

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When do you pay the interest on my account?

We work out the interest on the exact amount that is in your account at the close of business every day (this does not include any cheques not yet cleared). We add interest to your account every month.

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How do I change my card PIN?

You can change your PIN at any NatWest, Royal Bank of Scotland or Tesco Personal Finance cash machine. Simply insert your card and follow the on-screen instructions. Please choose your new PIN carefully, and don't share it with anyone else.

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What happens if I enter the wrong PIN?

If you enter the wrong PIN three times in a row, the retailer's machine will lock your PIN. This will happen even if you go to three separate shops.

If this happens you will need to unlock your PIN at any NatWest, Royal Bank of Scotland or Tesco Personal Finance cash machine.

• Select 'Account Services' and then 'Unlock PIN'.
• A message will be displayed to confirm that you have unlocked your PIN.

Don't know your PIN? Contact your branch before you try to unlock your PIN using one of our cash machines.

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I've lost my card. What should I do?

Call the NatWest Card Loss Centre on 0870 6000 459 as soon as possible. Max call charge from a BT landline is 6p plus up per minute. Calls from other networks may vary. Calls may be recorded. Lines are open 365 days a year. You can use this number for any NatWest card.

Our staff will tell you about any further action to take and will arrange to send you a replacement.

Remember: always keep your chequebook separate from your Servicecard.

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How can I keep track of my account?

• Cash machine - to check your balance, recent transactions and order additional statements.
• Branch - to check your balance and other details of your account. Find your local branch.
• Online - using NatWest OnLine banking, you can keep track of all aspects of your account. Apply for online banking.
• Telephone - our telephone banking service allows you to keep in control of your account over the phone.

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How does NatWest combat fraud?

NatWest staff may ask you to provide information for identification purposes or contact you to confirm instructions, or it may take slightly longer for a cheque to clear on your account.

Should any of these things happen to you, please remember that these controls are in place to protect you and your money.

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What can I do to combat fraud?

To help us tackle fraud, always be aware of the risks and remain vigilant. The following checklist will help you:

• Keep your cheque card separate from your chequebook at all times.
• Always learn any card Personal Identification Numbers (PINs) and destroy the slip giving you the information. Do not keep a note of your PIN where anyone else might recognise it. If you think that someone else knows your PIN, tell us immediately and we'll arrange a new card and PIN. For extra security, you can change your PIN to a number of your choice.
• Never allow anyone to use your card, PIN or other security information.
• If you receive a telephone call or email requesting personal details, make sure the caller is genuine before you give any information. Ask the caller to confirm details that would only be known by the company they say they're calling from (for example, historic account details). Do not provide any details unless you're completely sure who the caller/sender is, and that they have a valid reason for asking these questions.
• If you're ever in doubt as to the origin of a telephone call, phone the caller back - and ask for a use a named contact. It's best to use a telephone directory to get the telephone number. Be wary if the caller asks you to call a mobile telephone number.
• Never provide details of your bank accounts to a third party unless this is for a wholly legitimate reason (for example, when you complete a Direct Debit mandate).
• Beware of mailings and unsolicited emails offering the promise of an investment (such as an inheritance or winnings) in return for an advance fee.
• Check your bank statements and credit card statements carefully. If you find any unfamiliar transactions speak to us or your credit card company immediately.
• Always thoroughly your destroy credit and personal information, such as receipts, bank statements, utility bills and other documents that could be used by a fraudster to steal your identity.
• Always redirect post when you move house - new occupants may just throw letters in the bin instead of forwarding to your new address. If you receive letters at your address but not addressed to you, put them back in the post with the words 'not known at this address - return to sender' written on the front.
• Always write cheques in ink, draw lines through any remaining spaces and initial any alterations to make it more difficult to fraudulently alter your cheque.
• Check the 'feel' or texture of bank notes. Fraudulent notes may be of inferior quality and feel different from genuine notes. Authentic bank notes also have a silver strip threaded vertically through the note.

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