The standard procedure for handling customer complaints at NatWest Bank branches in Gloucester, United Kingdom, involves a series of steps that ensure customers receive effective and efficient resolution. 1. Reporting the Complaint: Customers can report their complaints by visiting the local NatWest branch in person or contacting the bank through phone, email, or their online chat feature. In addition to these channels, customers also have the option to write a letter or complete a complaint form available on the bank's website. 2. Acknowledgment: Upon receiving the complaint, a NatWest representative will acknowledge receipt and provide a unique reference number for tracking purposes. This acknowledgement typically occurs within three business days of the report. 3. Initial Review: The bank will then review the complaint to determine if it falls under their internal complaints handling procedure. If it does not, the customer may be directed to the Financial Ombudsman Service (FOS) for further assistance. 4. Investigation and Response: If the complaint is valid and falls within NatWest's jurisdiction, a dedicated complaints handler will investigate the issue. This may include gathering relevant information, interviewing staff members, or reviewing account records. Once the investigation is complete, the bank will provide the customer with an initial response outlining the findings and proposed resolution. 5. Review: Customers have the option to request a review of their complaint if they are not satisfied with the initial response. During this stage, the case will be reviewed by a senior manager within NatWest who may seek additional information or conduct further investigation as needed. 6. Final Resolution: After the review, the bank will provide the customer with a final response, outlining their decision and any proposed compensation or remedial actions. This step typically occurs within eight weeks of receiving the initial complaint. 7. External Referral: If the customer remains unsatisfied after this process, they can refer their case to the Financial Ombudsman Service (FOS) for independent review. The FOS has six months from the date of NatWest's final response to investigate and provide a decision. These procedures aim to ensure that all customers receive fair and timely resolution of their complaints, maintaining the bank's commitment to excellent customer service.