I've been a business banking customer since I started my first business in 2014. There have been multiple issues which have this month come to a head. In the time since 2014 Natwest have refused us an overdraft on all three occasions we took the time to try and apply through their convoluted system. During this time we have never had a loan, never defaulted on any payments, averaged between £20k - £48k turnover on a monthly basis (it's seasonal work) and run all of our utilities payments and PDQ machine takings and BACS payments through the account as well as operating our VAT account through Natwest. They did well from us in monthly fees and other additional transfer costs as we purchased from the US on many occasions. Regardless, they seemed more than disinterested in offering us any sort of assistance in growing the business, which is disappointing and frustrating seeing as they like to promote themselves as the best bank for small businesses. I do not agree with them on this. I have not once been able to talk to their small business representative, of which they have one person in the south west of the UK, at one point I was handed his mobile number after my frustrations became clear, he never returned a call, in 3 years. No one in branch (I tried in Chiswick where I opened the account, Bristol where the business operated from and Bath repeatedly) will discuss anything to do with small business bank accounts, other than letting you deposit cash or cheques, or take out cash and forgetting to assign references to transactions when requested, which may seem like a small error but is in-fact very important when book keeping and talking to HMRC. As any small business owner can attest to, keeping your book keeping as clear and informative as possible is a large step on the way to staying profitable. We ended up staying with Natwest simply because I was too busy to do otherwise and it was synced with our Xero accounting and a 7-10 delay on reconciling the account would have been a difficult task to undertake during busy months. After the lockdown affected our business ability to operate Natwest started asking us for all sorts of documents relating to our business structure, information that we did not have to provide previously but was now of utmost importance - list of directors, photo ID of directors, home address of directors, list of people with significant control, copies of DLA signed by our accountants, declaration of beneficial ownership.... We provided all of these and offered our own questions, such as why this was now necessary, why Natwest thought they had a right to our business details as they are just the bank that holds the money we have earned and what was their purpose for wanting these details. Every one of our questions went unanswered, the communication at Natwest to discuss these matters is worse than lacking it simply does not exist. This month and without any notice or warning Natwest closed both my business current and VAT accounts, basically making it impossible for us to trade when we are legally allowed to do so again. There is no one at the end of the phone at Natwest that can offer any assistance whatsoever with this matter. An email address does not exist, so there is conveniently no dated record of correspondence, I had to resort to (and I can't quite believe this) Facebook messenger to try and make contact, I received one reply which was deeply unhelpful and actually mostly consisted of more questions than answers, it has been two hours and I have not had an answer to my response. I feel let down and left out to dry by the bank that I put my trust in, under their persuasion and apparent commitment to small business development. I can tell you now that this commitment they promote is a complete fabrication and the infrastructure does not exist within Natwest to help any small business grow or even stay afloat. Natwest have done more damage to us than I ever thought possible and they refuse to even discuss any of this with me. Absolutely shocking how bad, destructive and disinterested in customer care this bank is.