Natwest Black used to be very good. Dedicated contacts have been replaced by 'Teams' which means 1) everything takes longer because issues have to be explained to someone on every call 2) contacts are constantly on holiday 2) noone is accountable so no-one has any motivation to complete a job - they are very good either giving up or passing the buck 3) finally their response is to go to the Financial Ombudsman. Beyond incompetent.