Mortgage lender reviews: NatWest mortgage review


Customer score

15th out of 25 mortgage lenders


NatWest mortgage review

NatWest achieves a customer score of 61%, placing it 15th (about halfway down) in our mortgage lender comparison table. While it scores reasonably for value for money and customer service, customers are frustrated by its lack of flexibility when it comes to over/underpaying or taking payment holidays. None of NatWest's mortgage deals appeared in our top-10 tables for cost when we analysed the market in April.

NatWest mortgage highlights

  • Lots of fee-free deals
  • Part of the Help to Buy mortgage guarantee scheme
  • Rated as 'fair' for transparency

For impartial, personal advice on the best mortgage for you, call Which? Mortgage Advisers on 0808 252 7987.

NatWest mortgage satisfaction scorecard
Customer service 
Application process 
Value for money 
Keeping you well informed 
Clarity of statements 
Transparency of charges 
Query and complaint handling 
Ability to over and underpay mortgage 

Table notes:

  • Star ratings out of five show levels of satisfaction for each category. Where no stars are showing, it means we could not get a large enough sample size to rate this aspect of the service.

What NatWest's mortgage customers says about it

'As long as we pay on time no problem!'

'Looking back I think the arrangement fees were too much.'

'Excellent telephone application process. They were honest that our LTV was lower than thought after valuation and reduced the interest rate accordingly.'

'Current experience - lack of flexbility, poor communication.'

'Friendly and professional.'

'Customer service is very poor and have had to complain on several occasions.'

'Have not had many problems luckily but any minor ones have been dealt with.'

'Good company - need to improve a bit.'

'Good rate and free fees.'

'Sometimes it is difficult to actually speak to a mortgage adviser. No one available in my local branch and the over-the-phone adviser experience I had was poor.'

More on this...

Your home may be repossessed if you do not keep up repayments on your mortgage.

Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.