NatWest launches bespoke banking for vulnerable customers

NatWest has launched a new service allowing vulnerable customers to request how they want to be served online or in branch.

The ‘Banking my way’ service will help customers who need additional support, such as requesting a translator, being spoken to more clearly, or requesting a quiet space when accessing services in branch.

The service - which can be set up online, over the phone or in branch - is aimed at those that require specialised services dependent on their needs, including a disability, bereavement, addiction or illness. However, the customer doesn’t have to make the bank aware of their specific circumstances and can still request additional support.

Once the information has been provided, a member of staff will be prompted when they serve a customer on how best to meet their needs.

Marcelino Castrillo, managing director for NatWest Personal Banking, said: “Embracing technology is one way we can really make a difference to the lives of our customers and making it simple for them to let us know about their additional needs removes any stigma from the process.”

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