Personal Natwest Reviews 

Biometric approval doesn’t work. Just spent four hours trying to approve a payment and in the end gave up.Get your act together Nat West or lose customers

I’m not a Natwest customer, thankfully but my wife is and she’s sitting next to me in near tears because she has invoices to pay and yet again, the biometric recognition isn’t working. We have this every time she has to pay someone

Reading the list of reviews, why on Earth isn’t someone at NatWest listening. It’s appalling.

Vote with your feet. Switch!!!!

We opened a joint account which was swift but failed to transfer direct debits from both accounts so now we are in arrears with creditors. Service has been awful from here on

Biometric recognition? Dreadful feature…constantly not recognised, very frustrating. Nat West have a solution…remove biometric recognition, and revert back to using your card reader. Excellent! Except you have to use biometric recognition to remove yourself from biometric recognition…bonkers

I have to make a payment to GoCardless for a recurring small amount and without exception the Blink feature fails x3 to beyond limit so I now have deleted the biometric and use another Bank's account. For peace of mind I've reverted to the card reader. I emailed the CEO whose team said the tech guys would be notified. It does seem that nothing has happened and the feature is worse than a useless time waster. Beyond belief. Thinking of moving to HSBC

Your biometrics do not work. Why implement tech that doesn't work? We cant pay a tradesman. I will be closing both of our accounts. Not good enough.

This app is totally useless my daughter who is 15 has been logged out of it twice in 3 months she is getting frustrated. Nobody on the phone knows how to help, it takes such a long time to get through today I was told I'd get a call back this hasn't materialised. I will be closing her account shortly and going to HSBC NatWest don't care she has been locked out of the app for 6 weeks now

I like the app but their useless biometric approval needs sorting else they are going to lose customers. I’ve been with the bank 48 years but maybe not for much longer! Having to use Biometric approval to get rid of Biometric approval must be a joke. Stuck in limbo!
Nat West - if you want to keep your customers, listen to them and get rid of this useless approval or make it work. Remove your blinkers.
UPDATE!! I removed my blinkers ie glasses and it accepted my face straight away. So wasted 2 hours this morning. Try it.

Worst app and website of any bank, and I've used most of them. It's a shame because in terms of the features it has, it's really good, but I can't use the vast majority of it because of Face ID. Why is this mandatory?????

Even for something as simple and harmless as adding a nickname to an account can't be done. Get rid of this Face ID crap or make it optional.

I have also lost access to my money for weeks because the app wasn't working. The login/authentication procedures for the app and the website are becoming ridiculous, it's impossible to remember it all, I have to have the numerous codes and passwords all written down somewhere, and still need the app to approve it. Then the amount of hoops I have to jump through for making payments is insane, I think it is now harder for me to access my own money than for scammers.

It's honestly such a bad experience, barely usable at all. I purposefully do not use this account because of how difficult they have made it, I just use it for the savings account, but on the few occasions when I still need to try to do something, I cannot and end up having to call them up.

The face recognition is great for logging onto the app, but the 'Blink to Confirm its you' is totally useless!! Quite simply, it doesn't work. And to remove it, you have to blink to confirm it is you! So you cannot remove it unless you call NatWest.
I did this, followed their advice and had this option removed. Left it a few days, then re-installed it. Still doesn't work!
A real shame, since the rest of the app is very good. Just this bit is totally and utterly useless.

Biometric verification using face image seems not to be working - as many other seem to have found

Biometrics is useless i noticed all thec1 star reviews can't get it to work, Setting it up is straightforward for me the issue I have is every time I log in it's deactivated itself and have to set it up again so it's becoming a pain. Think it's time to look for a different bank with a reliable app.

Really awful service. Biometric recognition has failed and the bank won’t sort it out. Can’t make a payment using the app! Been a customer for 40 years but had enough. Will get my £150 and switch accounts now

Cannot use this face ID feature, it's locked me out my app due to too many failures. It's really hard for me to reactivate as I cannot receive SMS text at my address.
Customer since 1976 and sadly I'm seriously considering changing banks due to this huge hassle

spent 30 mins trying to approve with biometrics, about as useless as a chocolate teapot...

Unable to make a payment to my cleaner as the biometrics id just won't recognise me. My eyes are sore from the amount of blinking I've done but now saying I might be victim of fraud as it can't verify it's me ! Tried to call them and was waiting for over an hour but with no response. Absolute rubbish NatWest. It's embarassing that I can't pay my nice cleaning lady and will now have to go and get cash tomorrow Def going to change banks now.

Accidentally accepted biometrics on app last year. Couldn’t be more useless, didn’t work and took many phone calls and weeks to remove. Keep trying again now for me to accept it. Don’t even think about it. Customer over thirty years, will move if mandatory.

Can’t score zero, which is what this function really is. I am a member of a group that uses NatWest for its banking. I wanted my treasurer and secretary for the group to make a payment to one of our service providers. They could not make payment as the biometrics did not recognise them. We are locked out of our account. Whoever proposed this, tested it and signed it off wants sacking. Not fit for purpose in any way.

I cannot find out how to delete old approvals which are clogging up my phone. I have dozens as the whole approval thing is a pain in the neck when I deal with the same companies every week.

An absolute waste of my time entering details of payee and then failing to get approval every time till finally told all had failed. Get your act TOGETHER PLEASE