NatWest customers experienced a significant disruption to their mobile banking services on Friday, June 6, 2025, leaving many unable to access their accounts for several hours. The outage, which began earlier in the morning, prevented users from logging in, viewing their balances, making payments, and transferring funds. However, the bank has since confirmed that the issues have been resolved, and customers can once again access the app's full functionality.
The disruption sparked widespread frustration among NatWest customers, many of whom took to social media to voice their concerns. Users reported being unable to pay bills, send wages, or complete essential transactions, with some expressing worries about potential late payment fees and other financial repercussions. The timing of the outage was particularly problematic for many, coinciding with the end of the month when many households typically manage their finances and process payrolls.
According to reports, the technical issues stemmed from a faulty update that was rolled out to the mobile app on Thursday. NatWest has since apologized to its customers for the inconvenience caused, assuring them that the problem has been identified and fixed. A spokesperson for the bank stated that customers should now be able to log in and make payments as normal.
During the outage, NatWest advised customers to utilize alternative banking methods, such as online banking via the website, telephone banking, or visiting a physical branch. The bank also noted that debit and credit card payments remained operational, and customers could still withdraw cash from ATMs and Post Office outlets. However, some customers reported experiencing longer than usual wait times for support and encountering issues with the online banking service as well.
The recent mobile app outage is not an isolated incident, as major banks in the UK have faced increased scrutiny over a series of IT failures in recent years. Data gathered by the Treasury Committee in March revealed that nine of the UK's largest banks and building societies experienced more than 33 days' worth of unplanned tech and system outages between 2023 and early 2025. NatWest itself has reported 13 "material" incidents during this period, resulting in compensation payments of nearly £350,000 to affected customers. Other banks, such as Barclays, could face even larger compensation payouts due to the scale of their outages.
These recurring IT issues have raised concerns about the resilience of the UK's banking infrastructure, especially as banks increasingly encourage customers to adopt digital services. The recent NatWest outage also comes amid the bank's plans to close 53 branches in 2025, further emphasizing the importance of reliable digital banking channels. As physical branches become less accessible, customers rely more heavily on mobile apps and online platforms for their banking needs.
Following the incident, NatWest has reaffirmed its commitment to improving the stability and reliability of its digital services. The bank is expected to review its update protocols, enhance system resilience, and improve communication with customers during outages. While the immediate disruption has been resolved, the incident serves as a reminder of the critical need for banks to invest in robust and dependable technology to ensure seamless service for their customers. Customers affected by the outage are advised to document any related expenses or losses for potential compensation claims.
