Tyl by NatWest  Reviews 2,109

Extremely disappointed with the treatment we have received from NatWest and Tyl.

Our business accounts and payment facilities were suddenly shut down, with a significant amount of company funds withheld despite no fraud, no chargebacks, and no wrongdoing on our behalf. We have fully cooperated throughout and provided every document requested, yet we are still left without proper answers.

What has made the situation even worse is the complete lack of consistency and communication. Tyl recently carried out a review and informed us that the funds had been approved for release, only to then backtrack the following day and state this was a “mistake”. After months of stress and uncertainty, this has caused even more financial damage to our business.

Although NatWest and Tyl operate as different services, they both fall under NatWest Group, and based on our experience we feel it is only right to warn new businesses to proceed with caution.

We have now been informed by NatWest that the funds held within one of our accounts are not under suspicion and that there are “no concerns regarding legitimacy”, however we are still expected to wait up to 60 days for our own money to simply be transferred from one account to another — and even this timeframe is not guaranteed according to the wording on their own letter.

Meanwhile, we are being left facing serious financial hardship, falling behind on rent, and dealing with the real possibility of eviction, all whilst our legitimate business funds remain inaccessible.

We are now preparing to escalate the matter through the Financial Ombudsman Service, as we do not believe genuine businesses should be treated this way.

We hope somebody senior within NatWest Group finally reviews our case properly and understands the real-world impact these decisions have on businesses, employees, and families.

After going through a lengthy application process, including a detailed interview and submitting multiple documents, my application was rejected without any clear explanation. A significant amount of time and effort was required from my side, yet there was no transparency regarding the decision.

What is frustrating is not just the rejection itself, but the lack of communication and clarity after such an involved process. Businesses deserve to understand why they are declined, especially after full cooperation and providing all requested information.

Overall, the process felt inefficient and unclear. I would recommend that they improve transparency and communication with applicants.

I want to give a huge thank-you to Balj Randhawa for the incredible support he provided during my PDA card payment device application. Despite my charity not banking with NatWest, he handled all the extra compliance checks with patience and professionalism. He kept in close contact with our trustees, guided me throughout the process, and even offered help with setup once the device arrived. Exceptional service from start to finish.

Excellent experience, Suki was supportive in both calls helping me through my application. He even checked the status of my application sometime after it should have been proceessed, noticed that i hadn't completed the required forms and called me back to take me through to completion. Many thanks,

I use the option where people pay on my phone, and quite honestly, it's worked flawlessly once, and that was when I transferred £10 as a tester with my own bank card after it was set up.
Transactions are only processed on business days, so like now, because of easter, I'll be having to wait 5 days at least to get my money, and when you've spent a lot out on car parts, it's not ideal. It's 2026, payments are usually immediate these days. I wanted a system where a customer taps their card, puts their pin in if its above the contactless limit and job done. But this requires you to send the customer a payment link every single time, with multiple declined contactless transactions, it's poor. I charge by the hour, and having to stand around after a job waiting for someone to navigate the payment link instructions is a waste of my time. I will be looking at other options because there are definitely better ones out there.

The advisor that I spoke to (Shakil) was very patient and explained the process thoroughly and made sure that I was clear of everything we had discussed. It made the process very straight forward.

Good experience setting up my account online to receive card payments. Account was quickly and easliy set up, but its annoying that you don't get a user name and password to start using it a little quicker. This could really do with improving as still waiting for mine. I have phoned to check only to be told over and over to keep waiting.

Shane has been a great help in setting up our new card machine the process has been seamless and we'll communicated through every stage.

Was helped by Kash Saeed, was friendly and professional all the way. Thanks

(It is a long process to get signed up)

We needed to change payment processor swiftly (due to poor behaviour from the one we were using) and James at Tyl got us set up in less than a week, start to finish, including four card terminals, admin portal and online payment url generation. And at more favourable rates. I have no hesitation in recommending Tyl by NatWest - ideal for SMEs.

Quick response and fantastic customer service 10/10

Our representative Peter Jelley called me the same day to help with my technical problem, which was also solved the same day.
He was very knowledgeable and explained everything step by step so that if I encountered this problem again I would be able to fix it myself.
Excellent customer service, thank you Peter.

I had an excellent experience with Shakil from start to finish. He was extremely knowledgeable, patient, and genuinely focused on helping me understand the process. He took the time to explain every step of the application clearly, answered all my questions in detail, and made sure I felt confident before moving forward.

Shakil provided outstanding service. His attention to detail, honesty, and commitment to helping his customers truly make a difference. I would highly recommend him to anyone looking for reliable, informative, and high-quality support.

Raj was super patient and helpful. he spent a long time explaining in real terms what the costs would be and answered all my stupid questions without making me feel like more than an idiot than I am.

Fabulous contactless payment method. Fast secure and reliable

great communication, good listening skill

lying and awful company
didnt pay me, apparently showed on their system as paid after 4 days of investigating and receiving an email from investigations saying its sorted i will be paid, to then be told this is all actually a lie!
do not use this company!

All proceeds was very very helpful, I have been given all information, explain everything clearly what I should understand about new product Till. Many many thanks for trying to contact me few times by Kashif.

Kash Saeed, was excellent. Really happy to have chosen Natwest and Tyl. Cant wait to start using.

Shakil was so very helpful and made what I thought was going to be a nightmare so easy !! Explained everything clearly and thoroughly and all set up within 48 hours of speaking to him initially so very happy.

Won’t settle money they are holding on my account since October, don’t reply to emails and don’t fulfil what they say they are going to do.