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How do I make a complaint?

If there’s a problem, here’s how we’ll sort things out

What went Wrong?

We’re sorry things aren’t working for you right now. We always strive to give you the best possible service we can – so tell us what went wrong, and we can work together to put it right and make sure it doesn’t happen again

How to get in touch with us

By Phone

Call us, we’ll be happy to help. When you call us, please make sure you have your Merchant ID, business phone number and business address details to hand (we may record your call for monitoring and training).

0345 901 0001

Monday to Friday 8am – 6pm
Saturday 9am – 5pm
Sunday and bank holidays closed

By Email

You can email us at:
[email protected]

In writing

Alternatively, you can write to us at:
NatWest Tyl
PO Box 299
Lowton Way, Hellaby
Rotherham
S98 1SS

What happens next?

We’ll always do our best to try and resolve your complaint within 3 business days from when we receive it. If your complaint’s more complex it might take longer, but we’ll keep you updated along the way

Step 1

We’ll first discuss your complaint with you and give you details of how we plan to manage things, as well as your complaint reference number.

We might need to contact you to find out more. We’ll try and call you or we’ll contact you by email if we can’t reach you by phone.

If you have any questions at any time, feel free to get in touch with our complaints team.

Step 2

If we haven’t been able to deal with all of the points in your complaint within 15 business days of receiving it, we’ll be in touch by email to let you know why it’s taking longer and let you know the date when you’ll receive a full reply.

Step 3

When we consider we’ve dealt with all of the points in your complaint, we’ll be in touch by email to let you know the final outcome. If we can’t do this within 35 business days of receiving your complaint, or if we consider we have but you’re still not happy with the outcome, you can always ask the Financial Ombudsman Service to get involved.

The Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation that helps consumers and financial businesses sort out complaints when they haven’t been able to resolve them themselves.

To find out more about the service, visit www.financial-ombudsman.org.uk, or call them on 0800 023 4567.

You can also get in touch with the Financial Ombudsman Service by writing to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR

Need this in braille or large print?

If you’d like this information in another format, just give us a call on 0345 901 0001 and we’ll be happy to help.

How we store your data

To answer your complaint, we’ll use the personal data you’ve given us, or that we store here at Tyl – we may share this with the other organisations that help us to process our complaints. You can read more about how we use your personal data in our privacy notice here: https://www.tylbynatwest.com/privacy-and-cookies

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Help and support

Need some help? Head to our FAQs, where we’ve hopefully got what you’re looking for. You’ll find informationand how-to videos to help you get started, manage your account, and address basic issues with your card machines. Check it out!

Call us

Time to get started with Tyl? Fab, we’re here for you. Our UK-based team is on:

0333 060 9960

We're open Monday to Friday 9am - 5pm (except bank holidays)
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