claire starkey sent a message to Ross McEwan that said:
Hi
I have been a customer of NatWest for 40 years.
I have a personal mortgage with the NatWest, a personal account, a savings account. A joint account. I also have 4 business accounts with the Natwest. I am the director of a CASC that banks with the Natwest under my recommendation. The Club has over 1000 uses weekly and monthly hosts another 200 outside uses from around the country and some events teams come from Europe.
I also have house insurance with the Nat West and have never claimed.
I consider myself a very good, loyal customer and now
I am very unhappy with the situation I find myself in and your banks response.
Yesterday morning I discovered water on the kitchen floor.After further investigation I discovered a leak under the sink that was squinting water out at an increasing pace.
I pulled our my insurance schedule whilst my husband was trying to turn off the water.
I called the number that said - âhelplineâ at the top of the schedule.
I assumed âHelplineâ indicates we will get help.
I was asked to choose numbers, subjected to listening to you ADVERTISE further products and told to listen to further options whilst my husband and kitchen was swimming. I put the phone down and googled - Urgent plumbers in the area. I booked plumber within 10 minutes - gave them my debit card number etc [NATWEST]
Once I knew there was a plumber on his way in the next hour or 2 I proceeded to call your helpline again to check my insurance cover situation.
The nice lady on the phone - after listening to your machine again for a few minutes informed me that I was not in the right department and put me through to claims.
I told her the above story and she asked me about damaged things - I couldnât really tell her much as everywhere was just wet through and we had thrown towels over everything whilst trying to stop the water.
She was fairly confident that I was covered for my callout plumber and you would help.
Once put through to the emergency line I was told I was not covered for the plumber and there was nothing you could do
I came off the phone and cancelled the plumber I had previously called and called you back.
The lady on the phone assured me a plumber would be out - but it could be a few hours. This was about 2pm. We could wait.
At 6.30pm - I tried to call you back - held for a few minutes and then put the phone down - I received a text message saying someone will be with us tomorrow at 4pm.
Please do not reassure me you will be with me â every step of the wayâ when you canât answer your emergency phone and are happy to leave me with no water and my kitchen out of use for more then 24hours. I have neve made a claim, even when I have occasional house issues that would warrant a claim.
At 9.30pm I finally go through, after explaining we had an afternoon off work, no toilet, no shower, the guy on the phone offered a hotel, but not one down the road -we were to once again wait for you to return our call and you would tell us which hotel. With our trust in you returning our call we refused the offer.
We spent the next day at home waiting - going next door for water. An engineer finally arrived at 2pm to tell us we have a problem with the tap and isolated the kitchen water so we had water upstairs.
He then told us we would receive a call in the next 2 hours to tell us how to proceed.
By 6pm we heard nothing.
I called and waited again.
I have taken time off work, spent hours on the phone to try and get to you and had a shoddy service.
I am very unhappy and have written to your customer service team without a response.
I would appreciate a response ASAP.
Claire Starkey
