NatWest: We’re sorry – customers should get the right help in private

LAST week, I invited NatWest to explain why my quest to add a power of attorney to my mother’s account was made so difficult.

It said: ‘We’re sorry for the incorrect advice and poor service that was initially provided in this matter.

‘To support requests like this with empathy and care, customers who register sensitive information with us in a branch, such as a bereavement or a lasting power of attorney, are offered the option of being seen privately rather than at the counter. This is so that we can support them through the application process in an appropriate setting. We know and understand the value that face-to-face services in branch can have as a complement to other ways of banking with us, particularly with difficult or complex enquiries.’

For the record, I was not seen privately – all the form filling took place at a help desk in full view (and full hearing) of anyone visiting the branch.

In NatWest’s defence, I must say that since raising the problems I encountered at its branch in London’s Kensington, it has bent over backwards to help me get the power of attorney added to Mum’s bank account.

I’ve had my proverbial hand held by a customer support specialist who is living up to her title, ringing daily to update me.

Prompt online access to my mum’s accounts has now been promised as well as a linked debit card.

It is also sending bank statements to my home address so that I can ensure Mum’s current account is in good order.

If only such service had been provided from the start. Bank branches should be welcoming places, staffed by people whose only inclination is to help customers.

Branches are the window through which many of us judge a bank. NatWest’s window is cracked.