Took out a secured business loan with NatWest to buy the freehold of my property three years ago. They did all the usual checks upon checks including my Passport, Driving licence and Utility bills. Imagine my surprise to receive a letter from their 'Business Profile Team' on a letterhead with just their logo on and no 'NatWest' name. Told me that they were doing a 'Business Profile' check on me to make sure everything was in accordance with the 'Financial Acts' etc and to 'Prevent Money Laundering, Crime, Evasion of Tax etc.' They asked me to send confidential documents to them via a link called 'Hooyu'. Now that sounds very 'Chinese' to me. We have been continuously told of 'fraudulent scams' and 'fraudulent activity'. So being worried, I called up my local 'Regional NatWest Business Centre' asking to speak to my 'Business Relationship Manager'. They said they had to take some 'security details' from me first. They asked me to provide my name, dob, name of business, how long I have been trading, the turnover, how many staff I employed, any other businesses I had, any overseas property I had, any other person who had 'authority' in the business etc. After I had given all the information, the guy told me they no longer have 'Business Relationship Managers' and all queries would be directed to a central line. When I told them about this 'Business Profile letter' and asked if it was 'real', the guy was very cagey and asked me to contact the number on the letter. I asked what it was about and he said to 'speak to the Business Profile team'. When I called the number on the letter, the guy asked me the same questions, again, and unbelievably he said he couldn't find me on their 'system' ! Having taken out a big 'Business Loan' secured on my property, only three years earlier, and having provided my Passport, Driving Licence, Business Utility Bills to them in person to them to get the loan, this guy at the end of the phone said he couldn't find me !!! The guy wanted to know how many times I had been out of the country, whether I had any businesses in any country, whether I had any properties in any country and how much I earned in the past twelve months. I told him NatWest had all these personal and confidential details already but he still said he wanted me to to upload them onto 'Hooyu' and wanted me to send details of my accounts and a letter from my accountant. Otherwise, he would freeze my account and I wouldn't be able to pay in or withdraw my money and they would close my account if i didn't 'co-operate' ! The guy was extremely rude, unpleasant and threatening. How do you expect customers to remain with NatWest? How can they say they can't find you on their 'system' when you have a large loan with them and with a direct debit paying them back monthly ? I spent the following two days opening a new account with another bank. The new bank told me not to worry and they would sort everything out for me. They did that without any hassle. They transferred all the direct debits and standing orders over to the new account within three days. Everything is great with the new bank and the 'service' is miles better than NatWest. Don't hesitate, guys ! change banks immediately, if NatWest continues to employ idiots to give you a hard time and make you out to be 'criminals', when you have done nothing wrong ! NatWest ? avoid them ! worst banking experience I have ever had and I have been in business for over forty years