On the morning of June 6, 2025, thousands of NatWest customers across the UK found themselves unable to access their mobile banking app, sparking widespread frustration and concern. The outage began just before 9am and quickly escalated, with over 3,000 complaints reported to Downdetector by 10am, a website that monitors service interruptions.
The majority of these issues—around 66%—were related to mobile banking services, while 25% involved mobile login failures, and 9% were linked to online banking. Customers attempting to log in were met with an error message stating, "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."
Despite this message, many users found that even online banking was not a reliable alternative. Some reported being unable to send money or pay bills through the online portal, adding to the growing dissatisfaction. The outage came at a particularly sensitive time, given that many households rely on these services to manage wages and bills, especially around the end of the month.
NatWest acknowledged the problem publicly, with a spokesperson 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, customer support admitted there was no clear timeline for resolution, leaving many users in limbo.
Social media quickly filled with complaints and expressions of frustration. One customer tweeted, "My Natwest app isn't working. Your service status page says 'service working normally' where it clearly isn't. My internet works perfectly fine hence this tweet from the same device." Another lamented, "NatWest Mobile Banking App is down ... BUT WHY do they make you check whether it's a fault at your end and their status page makes out everything's ok when it isn't? @NatWest_Help @NatWestGroup #natwest they've shut all the branches forcing travel to the big cities WHATS THE POINT." The tension was palpable, especially as some users highlighted the difficulties of being locked out of their accounts during a cost-of-living crisis.
Adding to the public outcry, political commentator Nigel Farage declared a figurative "war" on NatWest amid what he called a "debanking scandal," underscoring the broader concerns about banking reliability and customer treatment in the UK.
The root cause of the outage was traced back to an update NatWest made to its app on Thursday, June 5, 2025. While the bank reassured customers that the issue was not due to a cyberattack—especially in light of recent hacks affecting major retailers like Marks & Spencer and the Co-op—it did highlight the vulnerabilities in banking infrastructure.
This incident is far from isolated. Data gathered by the Treasury Committee in March 2025 revealed that nine of the UK’s biggest banks and building societies have experienced more than 33 days’ worth of unplanned technology and system outages over the past two years. NatWest alone reported 13 "material" incidents between 2023 and 2025, compensating customers nearly £350,000 for the disruptions. Barclays, another major bank, indicated it could pay up to £12.5 million in compensation for millions of affected customers during the same period.
Common causes for these outages include problems with third-party suppliers, disruptions from system changes, and internal software malfunctions. High street banks have been under increasing scrutiny, especially as these outages tend to cluster around paydays, when reliable access to banking services is most critical.
For many customers, the NatWest app outage was more than a mere inconvenience—it was a disruption to daily life. One frustrated user shared on social media, "Fix your banking app!! What kind of a bank provider doesn’t have an efficient app so now your customers are affected, payments are affected, bills are affected and there won’t be any compensation for this I imagine." Another explained the practical difficulties, saying, "What is happening? The app is down so I’ve gone to the online banking site and it’s asking for account verification. When I click on it, it’s pinging me to app which then informs me it’s down. I need my money before 11 o’clock cos I’m catching a train."
Others expressed a growing weariness with repeated outages, with one user tweeting, "Another day another service outage.... Starting to get used to bad service to be honest. Now might be the best time for me to switch banks."
NatWest's response emphasized that while the mobile app was down, customers could still access services via telephone banking or by visiting branches. However, some customers pointed out that many branches have closed, pushing more traffic onto digital channels, which can exacerbate the impact of such outages.
The incident raises questions about the resilience and modernization of banking technology in the UK. As customers increasingly rely on mobile apps for everyday transactions, the tolerance for downtime shrinks. With the cost of living crisis still gripping many households, the stakes for reliable banking services have never been higher.
While NatWest works to resolve the current outage, the broader banking sector faces pressure to improve systems and communication. Transparency about outages, quicker resolution times, and robust contingency plans are becoming essential expectations from customers who depend on these services to manage their financial lives.
For now, NatWest customers can only hope the app is back online soon, and that lessons are learned to prevent similar disruptions in the future.
