We provide a transparent appeals process for customers who feel that their business borrowing decision (both accepted and declined) has been unfair.
Can I appeal a borrowing decision?
You can appeal a decision for both declined and accepted business borrowing decisions. An accepted borrowing decision can be appealed if there are conditions that have been applied to you in a way that you feel is unfair.
For example, if you feel that the security requirements, covenants, loan duration, product type, pre-conditions and repayment schedules are unjust in any way, you have the right to appeal against these within 30 days of the decision being communicated.
Am I able to appeal my borrowing decision?
Before you begin your appeal, please ensure that you meet the criteria outlined below:
YYou have made a request to NatWest for borrowing
YYou or your business isn't subject to formal demand, enforcement or legal proceedings
YYour annual business turnover is up to £25m
TThe appeal does not relate to the costs of borrowing, agreed fees or standard terms applied by the Bank to the Borrowing Agreement
What happens once I start my appeal?
- You will receive a notification acknowledging your request within 24 hours of receipt of the appeal (excluding weekends and bank holidays)
- We are committed to providing you with a response within 30 days of receiving your appeal (85% of appeals are resolved within 15 working days)
- If your appeal is not eligible you will be advised in writing within three working days to explain why
- Your Relationship Manager, if you have one, will be made aware of your appeal
- We will phone you to discuss the outcome of your appeal and we will also confirm our decision in writing or email to you
What can I do if I do not have the right to appeal?
If your appeal doesn't fall under the guidelines above, then you may want to make a formal complaint. You have the right to refer the matter to the Financial Ombudsman Service. While borrowing decisions would not normally fall within the Ombudsman's jurisdiction, they may review decisions on a case-by-case basis.