I am sorry to hear that you are unhappy with our service. We have recorded your complaint and our investigations are on going. We may need to contact you to make sure we have a thorough understanding of what has happened (this may be from a withheld number). We will be in touch with you within the next four weeks to update you on the progress we have made if we have not been able to resolve your complaint. So that you know how we handle complaints, we have attached a link to the explanatory leaflet. Within this leaflet you will see that if we are unable to reach agreement with you within eight weeks, you will have the right to approach the Financial Ombudsman Service. We hope to have provided you with a full response before then and if this isn't possible for any reason, we will write to you to explain why. If you have anything further you would like to add to your complaint, please email us at customer.relations@natwest.com Alternatively you can call me or a member of my team on 0800 056 3574. We're here from 9am to 5pm Monday to Friday. Calls may be recorded. Yours sincerely Customer Service Team