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Your journey to NatWest

The High Court approved the transfer in April 2025, and legal ownership of certain credit cards, loans and savings accounts transferred to NatWest on 1 May 2025.

Certain credit card, loan and savings accounts have now moved on to NatWest systems. If your account has moved to NatWest and you have any queries or need support please contact NatWest.

You can also find more information about the move at natwest.com/support-centre/sainsburysbank-transfer-scheme.

    Some helpful information

    Online banking and mobile app

    Sainsbury’s Bank online banking and mobile app is no longer available. You’ll have to register for NatWest online banking and their mobile app to manage your accounts using these services.

    If you’re already a NatWest customer, you don’t need to do anything. You’ll see your accounts on your NatWest app and online banking.
     

    Statements

    We’ve sent final statements to all savings and loans customers. 

    If you need a copy of any historic statements you can request them from NatWest.
     

    Direct Debits

    If you had a Direct Debit set up with Sainsbury’s Bank, to pay off your loan or credit card, then it has automatically transferred to NatWest.
     

    Payments

    If you made payments from your Sainsbury’s Bank savings account to another account in your name, or to someone else, these payments need to be set up on your NatWest account.

      Who do I contact if I have any questions about my account?

      You should now contact NatWest if you have any queries or need support.

        Changes to your credit card accounts

        Your new NatWest terms and conditions came into effect on 3 October 2025; you were sent a copy of these in July. If you have any questions, please contact NatWest.

        Changes to your loan accounts

        Your new NatWest terms and conditions came into effect on 31 October 2025; you were sent a Summary of Changes in August. If you have any questions, please contact NatWest.

        Changes to your savings accounts

        Your new NatWest terms and conditions came into effect on 6 November 2025; you were sent a copy of these in August. If you have any questions, please contact NatWest.

        Keeping your money and details safe

        Please be aware that fraudsters sometimes try to take advantage of times of change to get personal or financial information. 

        NatWest will:

        • Never ask you over the phone to disclose your PIN, password or a one-time passcode
        • Never ask you to log into online banking directly from a link in an email or text
        • Never ask you to move money to a ‘safe account’


        If you think an email looks suspicious, delete it straightaway.

        To find out more about how to keep your money safe and how NatWest is protecting you, visit their Security Centre at natwest.com/fraud-and-security.html.

          Complaints, disputes and claims

          What if I have an ongoing complaint, dispute or claim with 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 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.

          Who do I contact if I have a new complaint, dispute or claim?

          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)?"

          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.

          Compensation settled by way of set-off against a loan or a credit card balance

          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.

          Personal Data

          What will happen to my personal data?

          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.

          Document Hub

          All of the information you need to understand the journey to NatWest in one handy place.

            January 2025

            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)

            February 2025

            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)

            April 2025

            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:

            June 2025

            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.

            July 2025

            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.

            August 2025

            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.

            October 2025

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

            November 2025

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