I was living overseas, and both my wife and I had Natwest accounts. Natwest first demanded I provide information while refusing to say why but with the threat hey would close my account if I didn't give it to them. They refused to tell me where to send it saying it would be in an email that they didn't send, and when I rang the second time and they started again I hung up. My complaints on the way the calls had gone only focused of course on the fact that I hung up, it ignored that I was practically begging them to tell me over the phone where to send what they wanted. Natwest have a habit of that, listening and reading only as much as they want, with an attitude 'if you don't like it go to the ombudsman'. They closed my account anyway, and made clear, they were under no obligation to say why! My wife they just wrote and said they were closing her account, very sorry etc., but they also wouldn't say why. It was an account I was putting money into pay for her cancer treatment, I asked them not to, they ignored me completely and they did of course close it, and put the funds into some dormant account. She couldn't do anything with the cheque they sent because she had no other sterling account. She passed away from the cancer, and since then it has been a battle with natwest all the way. First writing to advise them she died, which they simply acknowledged. Ringing them up, the person on the phone refused to tell me what to send to get the money that was in the dormant account back, but I could write to Bereavement Services (BS). The BS department ignored every part of my letter and just sent me the same response I already had. I rang them up about this, complained no one read my extensive letter, and I was then promised a cheque would be sent out. I also at the same time complained. When nothing arrived, I got back onto them yet again, only to be told now, I needed to get a Grant of Probate, in order to protect the customers funds. Err, that is the dead customer, whose funds were put into the account by me, from my own natwest account?! I finally received an email telling me I needed to get a grant of probate. Someone also rang me to discuss this, but by now, with natwest lying to me, refusing to tell me what was needed, lying to me again, when the person on the phone started with the usual garbage about recording the call for 'training and quality', I lost it, and hung up. I emailed them asking for details of the money that was in the dormant account so I could get it back, but that was ignored. I received then a letter that ignored most of my complaint, said they had no idea what happened, but I needed to get a grant of probate. They failed to tell me anything usefull that would be necessary to get that grant of probate. I emailed again, and was ignored. I made another complaint, which was in December, and I've only received the response now 8 weeks later 18 February, telling me I hung up them so it was my fault I didn't receive information. However, finally, after 4 months of constantly contacting this bank, I finally have the information I need to do what the bank demands I must do in order to get my own money back! Oh, they also said, where I complained about their response to the first complaint, they 'think it was fair'. Yeah, I'm sure they do. There are so many reviews of how this bank behaves towards customers, this approach that I have dealt with seems now deliberate policy. I would hope the ombudsman does something, and yes I have made a complaint, but I don't hold my hopes too high that this arrogant bank will be brought to heal. If you have an account, I really recommend moving to somewhere else.