NatWest App Outage: Bank Apologises as Thousands of UK Customers Face Mobile Banking Disruption
NatWest has issued an apology after a major outage left thousands of UK customers unable to access their mobile banking app, causing widespread inconvenience and sparking frustration online.
According to Downdetector, over 3,000 users reported problems shortly after 9:10 AM GMT, with many stating they were locked out of their bank accounts and unable to make crucial transactions.
Online Banking Working — But Not for Everyone
While NatWest’s official service status page claims that online banking remains functional, numerous customers have disputed this, sharing error messages and failed login attempts. Card payments, however, are not affected by the issue.
“We are aware that customers are experiencing difficulties accessing the NatWest mobile banking app this morning,” a NatWest spokesperson told the BBC.
“We’re really sorry about this and are working to fix it as quickly as possible.”
Customer Reactions: Missed Payments and Frustration
Customers turned to social media to voice their concerns. One user reported being unable to complete grocery shopping, while another said they were stuck waiting to transfer money before heading out.
NatWest has responded via its social channels, confirming there is no current timeframe for a fix but assuring customers that their technical teams are working on resolving the problem.
The bank has advised customers to try accessing their accounts via desktop online banking, although some users reported issues there as well.
Outages Becoming More Frequent Across UK Banks
This outage is part of a growing trend. In May 2024, multiple UK banks revealed that 1.2 million customers had been impacted by tech failures.
A report from March 2025 showed that nine major banks and building societies in the UK have suffered a combined 803 hours (33 days) of IT outages since 2023.
These disruptions not only impact users but also lead to financial consequences for banks. The Commons Treasury Committee found:
- Barclays may owe up to £12.5 million in compensation
- NatWest has paid £348,000 so far
- HSBC and Lloyds have paid £232,697 and £160,000, respectively
Customers are growing increasingly concerned about the reliability of digital banking, especially as branch closures push more people toward mobile and online platforms.
