April 2023 by reiss johnson
There is never not a queue.
September 2022 by James Shuttleworth
Had to visit this branch to make a bank transaction as it was above the online transaction limit for a personal account, due to school holidays I took my 4 year old son.Arrived at the bank at 2.46pm. There was a large queue and one person manning the counter with another one at a desk in the main room.I got to the front of the queue by 3.06pm. was told by the lady at the counter that she couldn't deal with my type of transaction, despite being a basic chaps transfer (no explanation as to why given, nobody was queuing behind me) and I had to go to the other desk. This resulted in 3 people queuing at the designated desk whilst the person manning the telling counter was doing nothing.The lady on the desk appeared to not be able to complete what appeared to be routine tasks and repeatedly disappeared into the back for far longer than felt necessary.After a while of not being able to do something a third and as yet unseen member of staff came out to help the lady on the desk complete a basic task for the person in front of me. Once completed this third lady bypassed me and asked the person behind me if they needed help. They kindly indicated that I was next.I explained to the lady that I wanted to make a large transfer. She immediately looked at her watch (it was by now 3.22pm, the branch closed at 3.30) and told me I'd have to come back tomorrow.I told her I'd be queuing over half an hour and wasn't happy. Her response was "well, the transfer wouldn't go through today anyway", completely missing the point that queue for nearly 40 minutes whilst members of staff are unoccupied is simply not acceptable from a customer service perspective.I then asked whether their staff could maybe give some forethought to their customers and inform us if it is unlikely that we are going to be served (given that my 4 year old boy had waited brilliantly in the queue for nearly 40 minutes). She then tried to suggest that because the staff did not know why I was there it wasn't possible to forewarn us of issues, to which I pointed out that I had already explained to the member of staff at the counter what I needed. She then went on to say that it was because they only had three members of staff on, despite this particular staff member not having been seen until 2 minutes prior when she appeared. There was also another member of staff in he back who did not serve anyone.I let her know that my first move upon going home would be to transfer my current account to another bank, which I have started the process of.Awful customer service and awful handling of a frustrated customer. I've had an ongoing NatWest account since I was 12, but this isn't the first extremely poor experience I've had in this branch. They appear to use badly trained staff who are out of touch and struggle to use technology; they seem to be more bothered about pedantry and clockwatching than actually helping their customers.
July 2022 by Sarwar Ali
Great location, ample parking available
March 2022 by GORDON DRAKE
Five stars! Conveniently situated in the centre of Heaton Moor with the added bonus of a good-sized car park. It's a small branch but you only need wait a couple of minutes for counter service, and there are also ATM's.Staff are very helpful and friendly - special thanks to Kev for doing a great job sorting out some complex items for us. And well done Natwest for maintaining the only bank branch in Heaton Moor - it's up to us to use it or lose it!!
March 2022 by Asam Mahmood
Updated: 10/03/2022:Gone up to 5 stars now! This is following my last few visits during the lifting of the lockdown...I use to agree with the other customer reviews in that queuing times can be a pain - with the RBS Branches shutting down and the previous lockdown that was understandable)?.The face to face customer service given here (at the moment) is not as bad as it use to be - it has definitely improved since my last review (2 years ago).Mrs Baker is the cashier I pick out as being the most consistent with her regular great customer service: she is always: confident, clear, positive, and professional in dealing with my queries...My main problem use to be with the self-serve cash machine: It seemed to spit out some of my notes (I even had half torn notes given back to me by the machine, bad robot!). :D...Therefore, I had to stop using the machine for a while. We'll that was until one of the (very helpful ) cashier's (the man with the bold head) went through with me on how to use it properly. :)
July 2021 by Paddy Wells
There?s is always a line no matter what time of day. Usually 15-30 minute wait. You could open a bank account faster and use another bank
August 2019 by Marc John
Long ques. Abysmal parking. Rude staff and arrogant customers
June 2019 by Sylvia Drumm
Always busy with big queues
February 2019 by Fethi Foudil bouras
The WORST BANK Ever....
November 2018 by Michael Wilson
Your new devices for paying in cheques and cash are no where near as efficient as the staff they are replacing. Also to have a member of staff on duty helping people press buttons when there is 20 people waiting to pay in is most frustrating. The envelope system was fine. Maybe you need to keep it as a back up till everyone can use the machines. Also if the envelope system is lost then how do we get other people to pay in on our behalf.
November 2018 by Steven Holmes
Just had to queue for 30minutes during my working time to pay in some cash, 11 people in the queue in front of me and by the time I left there were 17 individual customers queueing behind me.
October 2018 by Sheila Dalton
The staff here are lovely, been in branch a few times, and had the pleasure of meeting different staff, all amazing
January 2018 by Loaf Living
Great service - thank you
January 2018 by m33 nwa
Why don't they just get some instant notes paying in machines? Always too long queues to pay in. No one wants to drop money in an envelope in a box, why don't NatWest understand this!
October 2016 by Mark Draper
Opened an account so I could pay in cheques. First time I did this they lost the cheque. Called Natwest, was told the branch needed to contact me and a callback was arranged. They never called. Rang again and was again told the branch would call me back...never happened. Terrible service, once my complaint has been resolved I'll be closing my new account.
