Your journey to NatWest

NatWest are now your point of contact for any complaint or claim (including claims under section 75 of the Consumer Credit Act 1974 or chargeback rules) that relates to transferred Sainsbury’s Bank Credit Card, Loan and Savings accounts, even though the underlying claim may still be against Sainsbury’s Bank. You will receive communication with more information regarding this. 

Any legal proceedings (i.e. before the courts) or pre-action steps (e.g. letters of claim or similar) which started before 1 May 2025 will continue to be managed by Sainsbury’s Bank.

NatWest are now your point of contact for any complaint or claim (including claims under section 75 of the Consumer Credit Act 1974 or chargeback rules) that relates to transferred Sainsbury’s Bank Credit Card, Loan and Savings accounts, even if a new complaint or claim relates to matters arising before 1 May 2025, when Sainsbury’s Bank had legal ownership of your account(s).

This applies apart from in the case of legal proceedings (i.e. before the courts and related pre-action steps e.g. letters of claim). Please see further the question below “What if I have started, or plan to start, legal proceedings (i.e. before a court)?"

Any legal proceedings which started before 1 May 2025 will continue to be managed by Sainsbury’s Bank.

If you want to send a letter of claim (or other similar notice) to notify Sainsbury’s Bank or NatWest of your claim and that you may start legal proceedings, or you wish to name Sainsbury’s Bank or NatWest as a party in legal proceedings, who you issue this to will depend on when the matter arose:

• For matters arising on or after 1 May 2025, please serve legal notices to National Westminster Bank Public Limited Company, 250 Bishopsgate, London, EC2M 4AA; or
• For matters arising before 1 May 2025 (even if you only became aware of them after 1 May 2025), please serve legal notices to Sainsbury’s Bank plc, 33 Charterhouse Street, London, EC1M 6HA.

If you raise a complaint, dispute or claim with respect to matters relating to Sainsbury’s Bank Loans or Credit Cards arising before 1 May 2025, and the Financial Ombudsman Service or the court awards you compensation, you will be offered the option to set off the amount of compensation awarded against your loan or credit card balance, if this is considered an appropriate solution. This means that your debt owed to NatWest will be reduced by the amount of the compensation awarded.

NatWest became the data controller for your personal data for your transferred account(s) from 1 May 2025 and is responsible for keeping your personal data safe and in compliance with applicable laws. For more information about how NatWest will use your personal data, view their Privacy Notice at natwest.com/privacy-policy.html.

Any requests to exercise your data subject rights (including data subject access requests), in relation to the product transferring to NatWest should be made to NatWest in accordance with its Privacy Notice at natwest.com/privacy-policy.html.

We wrote to our loans, credit cards and savings account customers to make them aware of the transfer of our account(s) to National Westminster Bank Plc (NatWest). We explained what this means and the next steps we were taking as part of the transfer. You can find a template version of the letter below:

Template version of the letter (PDF, 972KB)

We wrote to ISA account customers to let them know about the ISA transfer and what it means.  On 1 May 2025 NatWest became the ISA Manager for all Sainsbury’s Bank ISAs. You can find a template version of the letter below:

Template version of the letter (PDF, 546KB)

We wrote to our loans, credit cards and savings account customers to confirm that the transfer of our account(s) to National Westminster Bank Plc (NatWest) had been approved. From 1 May 2025 there have been some changes to your terms and conditions to reflect a change to the legal entity that provides your account(s), this has changed from Sainsbury’s Bank to NatWest. You can find all the information you need to understand the transfer in the documents linked below:

• Template version of the letter/email we’ve sent to you (PDF, 708KB)
• Customer Booklet (PDF, 3,436KB) – updated on 7 April 2025
• Scheme Document (PDF, 273KB)
• Explanatory Statement (PDF, 85KB)
• Legal Notice (PDF, 17KB)
• Court Order (PDF, 273KB)

We wrote to our loans, credit cards and savings account customers to explain when we’ll be in touch with more information about their account(s), the journey to NatWest and any actions that may need to be taken. You can find a template version of the letter below as well as a timeline outlining the key dates.

• Template version of the letter (PDF, 271KB)
• Timeline (PDF, 100KB)

We sent our credit card customers a summary of changes to confirm what will change and what will stay the same when their account(s) move onto NatWest systems.

Customers received a copy of their NatWest Credit Card Agreement and general terms and conditions to read.

Loans customers

We sent our loans customers a summary of changes to tell them about changes to their terms of their loan agreement when their account(s) move onto NatWest systems.

Customers received a copy of their NatWest Loan Agreement terms to read.
 

Savings customers

We sent our Savings customers a communication to tell them about important changes to their savings account when their account(s) move onto NatWest systems.

Customers received an information sheet about their account with NatWest and a copy of their NatWest Savings terms to read.

We wrote to our credit card customers to say goodbye and included some useful information as they moved to NatWest.

• Goodbye letter (PDF, 67KB)

We wrote to our loans and savings customers to say goodbye and included some useful information after they moved to NatWest.

• Loans goodbye letter (PDF, 254KB)
• Savings goodbye letter (PDF, 242KB)