Customers are being encouraged to utilize online or telephone banking, or to visit a branch, as NatWest addresses ongoing issues with its mobile banking app. A spokesperson for the bank acknowledged the situation, stating, “We are aware that customers are experiencing difficulties accessing the NatWest mobile banking app this morning. We’re really sorry about this and working to fix it as quickly as possible. Customers can still use online and telephone banking, or visit a branch.”
Service Disruptions and Customer Frustration
At approximately 10 am on Friday, over 3,000 outages were reported on the monitoring platform Downdetector. Customers took to social media platform X to voice their dissatisfaction, highlighting their inability to send or receive money through the app. Many expressed concerns about being unable to pay bills, transfer wages, or move funds between accounts during this frustrating period.
NatWest has reassured its clientele that the issue is linked to an update made to the app on Thursday. This comes in the wake of heightened anxiety surrounding recent significant cyberattacks targeting retailers like Marks & Spencer and the Co-op. High street banks have faced scrutiny due to a series of outages, particularly at the end of the month when many households typically receive their paychecks.
Data compiled by the Treasury Committee in March revealed that nine of the UK’s largest banks and building societies experienced over 33 days of unplanned technological and system outages within the past two years. NatWest alone reported 13 “material” incidents between 2023 and 2025, resulting in nearly £350,000 paid in compensation to customers who lodged complaints. In a similar vein, Barclays indicated it could allocate up to £12.5 million in compensation for millions of affected customers during this timeframe.
Common explanations for these disruptions include issues with third-party suppliers, complications arising from system changes, and internal software malfunctions. As banks navigate these challenges, the focus remains on restoring service and maintaining customer trust.
