London, UK – June 6, 2025 – NatWest, one of the UK's leading high street banks, found itself at the centre of a significant customer outcry today as its mobile banking application experienced a widespread outage, leaving thousands of users unable to access their accounts, make payments, or manage their finances. The disruption, which began early this morning, triggered a torrent of complaints across social media platforms, forcing the bank to issue a swift apology and advise customers on alternative banking methods amidst the escalating frustration.
Reports of the outage surged dramatically on services monitoring sites like Downdetector, with over 3,000 complaints logged by 10 AM, indicating a substantial failure in the bank's digital infrastructure. The majority of these reports pinpointed issues with mobile banking services and login failures, directly impacting customers' ability to conduct essential transactions. Users attempting to access the NatWest app were met with a stark error message: "Our mobile app is currently unavailable. We're sorry for any issues caused and we're working hard getting everything back up and running for you. In the meantime, please use Online Banking."
The timing of the outage, falling on a Friday, amplified the disruption, as many customers rely on the app for end-of-week payments, wage transfers, and preparations for weekend spending. Social media platforms, particularly X (formerly Twitter), became a public forum for exasperated NatWest customers detailing their inability to pay bills, send crucial funds to family, or even complete their shopping due to the technical difficulties. One frustrated user highlighted the irony of the situation, stating, "My Natwest app isn't working. Your service status page says 'service working normally' where it clearly isn't." Another lamented, "It's not ideal to lock people out of their accounts during a cost of living crisis."
A spokeswoman for NatWest acknowledged the widespread issues, 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." However, this advice offered little solace to those who reported similar problems with online banking or found branch visits impractical. The bank's inability to provide a definitive timeframe for a fix further fueled customer discontent.
The bank later reassured customers that the issue stemmed from an update made to the app on Thursday, an explanation that came amidst heightened public concern over recent cyber hacks affecting other prominent companies. NatWest's prompt clarification aimed to quell fears of a security breach, asserting that the problem was internal and technical in nature.
This latest incident casts a spotlight on a recurring challenge within the UK banking sector. Data compiled by the Treasury Committee in March revealed that nine of the UK's largest banks and building societies had collectively experienced over 33 days' worth of unplanned tech and system outages in the last two years. NatWest itself reported 13 "material" incidents between 2023 and 2025, leading to nearly £350,000 in compensation paid to affected customers. This trend raises fundamental questions about the resilience of banking technology and the industry's investment in robust digital infrastructure, especially as banks increasingly push customers towards app-based and online services while simultaneously reducing their physical branch footprint.
The impact of such outages extends beyond mere inconvenience, often leaving individuals in genuine financial distress. Customers relying on instant transfers for urgent payments, those needing to access funds for essential purchases, or businesses dependent on seamless banking operations face real-world consequences. While NatWest reiterated its commitment to resolving the issue swiftly, the ongoing disruption served as a stark reminder of the fragile dependency on digital services in modern banking and the critical need for absolute reliability. As the day progresses, customers remain hopeful for a full restoration of services, while the banking industry once again faces scrutiny over its ability to deliver consistent and dependable digital platforms.
Source@BBC