Connect with us on WhatsApp

ONLY FOR USE BY MORTGAGE INTERMEDIARIES

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Stay connected with us on WhatsApp

Stay safe while using WhatsApp

Avoid sharing sensitive information

Do's and don'ts of using WhatsApp

Chat to us

Stay connected with us on WhatsApp

You can now reach NatWest Intermediaries on WhatsApp!

Whether you have a quick question or need support with a case in progress, WhatsApp offers an easy, convenient and secure way to get in touch with us.

Our WhatsApp service is designed to give you fast and reliable access to the information and guidance you need — all through a channel you already use every day.

What you can use WhatsApp for?

Pre‑Application Guidance: Get help understanding policy, packaging expectations and common case requirements before submitting an application. Ideal for early-stage queries.
Post‑Application Support: Reach out for help navigating an application that’s already submitted — including understanding what’s outstanding, clarifying next steps, or getting support in resolving issues that may be holding up progress.
Password Resets: If you’re locked out or having trouble accessing your intermediary account, we can help you get back in quickly and securely.

WhatsApp gives you a simple way to access day‑to‑day support, with the same security, professionalism and care you expect from NatWest Intermediaries.

Stay safe while using WhatsApp

To help stay safe when communicating with us on WhatsApp, please follow these important security recommendations:

Look for the verified badge next to our contact name when chatting to us.
Add our official WhatsApp number to your contacts. For help adding our intermediary contact number go to the WhatsApp help centre.
Add an extra layer of security to your WhatsApp account by enabling two-step verification and Chat Lock. These features help protect your account from unauthorised access.

Find out more from WhatsApp:

Avoid sharing sensitive information

Please refrain from including any personal data relating to your client in the message unless it is strictly necessary.

Please remember:

We will only ever ask you for a mortgage reference number within WhatsApp to help us locate your case.
If you are requesting an update on an application, we may need to verify your client’s identity. Any personal information required for this purpose will be collected via a secure form outside of WhatsApp.
If you’re ever unsure, stop the conversation and contact us on a number you trust

WhatsApp support: Handy do's & don’ts

Do's

Do keep messages brief and focused. Sticking to a clear question (pre‑app, post‑app, or password support) helps us get you the fastest response.
Do stop the conversation if something feels off. If anything seems unusual — unexpected questions, different tone, unfamiliar number — pause and please give us a call.
Do use WhatsApp for quick support. For things like:
- Policy queries
- Packaging guidance
- Application support
- Password help
Do double‑check you’re messaging the official NatWest Intermediaries WhatsApp channel. This helps protect you and your clients.

Don'ts

Don’t send full client personal details in chat. Avoid names, dates of birth, addresses, income info, documents, bank statements, or screenshots unless we direct you to a secure form.
Don’t send documents or images containing personal data. This includes ID, payslips, bank statements, or application screenshots with client details visible.
Don’t send voice notes. Voice notes can contain identifiable information and can’t be handled securely in this channel.
Don’t share your login credentials or security info. We will never ask for:
- Passwords
- Memorable words
- PINs
- Passcodes
Don’t respond to requests that seem unusual. If you’re ever asked for anything outside normal process, stop and contact us via verified channels.
Don’t use WhatsApp for urgent queries. For time‑critical or complex escalation needs, please give us a call.
Don’t contact us from shared or unsecured devices. This protects you and your clients’ information.

Message us on WhatsApp

For help with you customer's mortgage queries, you can now chat with us securely on WhatsApp.

Message us on WhatsApp

Additional help

See how much your customers can borrow with our affordability calculators.

Try our calculators

We have a range of products and rates to suit your customer's needs.

Discover our products

If you'd like further guidance on our other policies, please visit our lending criteria page.

Lending criteria