NatWest Bank apology over rude voicemail message

Nat West bank branch generic Mr Eames was contacted by the bank after filling out a customer questionnaire

A bank has apologised after a member of staff accidentally left an insulting message on a customer's voicemail.

Nathan Eames, 39, from Poole, in Dorset, was called by NatWest on 22 June after filling out a customer questionnaire.

The business specialist at the Salisbury branch left a message asking him to call back, but went on to refer to Mr Eames as a "knob" after thinking she had hung up.

The bank has apologised "unreservedly".

During the message the staff member said: "God, I'm glad he wasn't there, 'cause he's a knob."

She then went on to insult his financial position.

Mr Eames, a wedding photographer, declared himself bankrupt in 2009.

'Appalled' by message

He said he had recently approached NatWest for a loan but was told it did not lend money to customers who had been declared bankrupt in the past.

Mr Eames later filled out a bank questionnaire and in it suggested it considered loaning to bankrupts, which he said is what had prompted the call.

He said he was "appalled" by the message and was now considering closing his account.

In a statement, RBS, which owns NatWest Bank, said: "This is not the behaviour we expect from our people and we are currently investigating this incident, dealing directly with the members of staff involved."

It added while it in no way justified the behaviour, it said the comments had been made after the member of staff believed the call had been terminated and that the comments were not made directly to the customer.

It said it had organised a meeting between its regional director and Mr Eames.

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