In simple terms; the complaint procedure is set up to fool the public that the bank is effectively dealing with complaints. By issuing one reference number for multiple complaints allows NATWEST to partially answer and close the complaint in a timely fashion thus beating the criteria for referring complaints to the financial ombudsman. Additionally, because the customer can not see what has been written in the complaint, the bank plays with words to make it easier to resolve in Cavour of the bank. It’s one big con hidden in plain sight. It is now clear to me why NATWEST is not part of the banking code of conduct