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In a letter to customers, regulators, journalists and politicians, CEO Alison Rose explains that we're doing everything we can to let people, families and businesses – especially those who may be vulnerable - know how we can support them at what is a very difficult time for many.

I want to let you know what we’re doing to help our customers through this difficult time. We are constantly monitoring the impact of coronavirus so we can adapt and support you through it. We are also working with the Government, regulators and other banks to ensure we are doing everything we can to help you and the UK economy.

We are trying to provide as normal a service as possible, but our telephone lines are very busy. Please only use them if your need is urgent. We offer lots of ways to bank from home. You can use our mobile app for many of your everyday banking essentials, including messaging us 24/7. You can also use our online or video banking services.

In addition, we’re providing extra support for customers who need it most.

We have set up a special support line to help anyone over 70 access essential banking services and even request a cash delivery. It’s open between 8am and 8pm every day.

If you work for the NHS, we want to do everything we can to make your life easier. We have set up a new telephone line for you too, so you can get help and support about your finances 24/7, including lending assistance.

For customers whose income is affected by coronavirus, we have a number of emergency measures in place to support you financially during this challenging time. To help you pay for things day-to-day, we could also increase your debit card cash withdrawal limits to £500, and if you haven’t got your card you can still get money out at your local NatWest, Royal Bank of Scotland or Ulster Bank ATM by using our mobile app to request a GetCash code. We’re also helping our overdraft customers. From Monday 30th March, for three months, all of our Personal Banking customers using their overdraft will pay less as we’re keeping overdraft interest at their current rates and they won’t pay any fees.

We understand that your business may be struggling financially, so we have set aside £5 billion of working capital for our business customers facing disruption. We are also supporting businesses with lending up to £5 million through the Government’s Coronavirus Business Interruption Loan Scheme. We are constantly updating information on the NatWest, Royal Bank and Ulster Bank Business Hubs and our team of Relationship Managers are getting in touch with business customers to offer help and support.

As you know, things are moving fast, but we’re moving with them, helping people, families and businesses as we fight this fight together. From next week, we will be match funding donations made by Reward customers to the National Emergency Trust, contributing to a total donation of up to £10 million. That’s in addition to the millions of charitable giving we have already committed, to support the work of not-for-profit and debt management partners during this very difficult time. Furthermore, we are also giving extra financial support to companies manufacturing ventilators for the NHS.

From our branch colleagues to our webchat team, and from our Relationship Managers to myself, every one of us is here to support you. We are regularly updating our website and social media channels, so please do look there for the latest information.

Alison Rose, CEO, NatWest Group

Search NatWest Coronavirus, Royal Bank Coronavirus or Ulster Bank Coronavirus for more details

Criteria applies for our digital channels
Take a look at how we’re supporting people, families & businesses during the Coronavirus outbreak. Download PDF here.  *Data correct as of 1 May 2020
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