customer service inquiries

NatWest has banned the use of instant messaging applications like WhatsApp, Skype, and Facebook Messenger for internal communications in order to enhance compliance with regulatory standards. The bank has made these applications inaccessible on company-issued devices, emphasizing the need for record-keeping in line with the Financial Conduct Authority's (FCA) regulations. While restricting these platforms for internal use, NatWest still allows WhatsApp for customer service inquiries. This policy change follows a penalty against Morgan Stanley for violating communication recording rules by using WhatsApp for trading discussions. The COVID inquiry has also highlighted risks associated with messaging apps, including mass deletions of important communications.