Chat to us face to face wherever you are

Video Banking is available Monday to Friday, 10am - 4pm, subject to staff availability. Internet connection and video capable device required. Video Banking calls may be recorded.

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What is Video Banking? Open in new window

What can I use it for? Open in new window

Common questions Open in new window

How to book a video call Open in new window

What is Video Banking?

We all have busy lives, and balancing this with your financial needs can be difficult, so we want to make it as convenient as possible. Video Banking is an easy and secure way to chat to us face-to-face wherever you are for up to 60 minutes.

We use Zoom to provide safe and secure video calls. All calls have a unique meeting ID and we will verify the identity of existing customers before discussing their bank accounts.

What can I use it for?

You can use Video Banking to talk to us about your finances and help you focus on your financial goals and needs. It could be for milestones like planning a wedding, getting a new car, or taking out a mortgage.

We also offer a digital drop-in where you can discuss our mobile and online banking services. We can help you register for these services and chat about how to get the most from our app or banking online.

What is a Financial Health Check?

Our free Financial Health Check is a review of your personal finances. It gives you helpful hints, tips and ideas to help you manage your finances, both now and in the future.

You can talk to us about:

Planning for the future
Making credit card bills and overdrafts more manageable
Protecting your family
Tools and tips to help you save
Keeping a closer eye on your money
Getting onto or moving up the property ladder

What can I discuss about mortgages?

Whether you’re an existing customer, considering buying your first home or ready to move home, we are here to offer you help and guidance.

You can talk to us about:

arranging a mortgage
managing your existing mortgage with us
moving your mortgage to us

More about mortgages

What's discussed during a digital drop-in chat?

If you need help using our digital services or you would like to chat about how to get started, a digital drop-in chat could help you.

You can talk to us about how to:

register for online banking
set up our mobile app
make the most of our digital services

App available to customers aged 11+ with compatible iOS and Android devices and a Channel Islands, Isle of Man, UK or international mobile number in specific countries.

Online banking available to customers aged 11+ with a NatWest International account.

Common questions

What kind of device do I need to use Video Banking?

You can use any smartphone, tablet or computer that has a camera or webcam and connection to the internet.

Users of devices that use apps such as mobile phone, tablets or Chromebooks will be prompted to download the Zoom app. All other users will access their Video Banking appointment via a link.

Can you verify my identity during the Video Banking appointment?

If you already bank with us, we'll verify your identity by asking some security questions.

Can joint account holders join the same Video Banking appointment?

Yes. Once you’ve booked an appointment you will receive an email to guide you through how to join your Video Banking appointment. This confirmation email will provide a link to download our Video Banking app (Zoom).

At the time of your appointment both you and your joint account holder simply open the app or follow the link in your confirmation email to join your appointment.

Why do I need to download Zoom?

Zoom are our trusted tech partner that help us deliver a safe and secure video banking experience. If your device uses apps, you need to download the app so that we can talk to you through Zoom.

How long can we chat for?

We set aside 60 minutes for each chat but you don’t need to use all of that time if you don’t need to.

How to book an appointment?

To book a Video Banking appointment, please visit your local branch and arrange a convenient time to speak to an advisor. Our Video Banking service is available Monday to Friday, 10am - 4pm.

When you book an appointment, we'll ask for your name, phone number, postcode and email address. These details help us identify you and are deleted after your appointment ends.

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