Changes to Delay Repay and Refund Claims

We're making improvements to how Delay Repay claims are managed to provide a better customer experience and introduce new payment options such as Payit.

No. The Delay Repay scheme remains the same and customers can continue to submit claims through our website.

In most cases, no.
You only need to take action if:

• You currently have a claim in progress.
• You wish to submit a new claim after 18 October 2026.
• You currently receive compensation payments directly to a payment card and need to update your payment details.

No. However, you may be asked to reset your password when you next access the Delay Repay portal after 18 October 2026.

As part of these changes, some customers may be required to reset their password when accessing the Delay Repay portal for the first time after 18 October 2026.

Claims submitted before 18 October 2026 that are still being processed will continue to be managed through the existing claims portal until they have been completed.

Yes. Claims that are currently being processed can continue to be viewed and managed through the existing claims portal.

Yes. Historic claims will be available to view once they have reached a closed status.

If you currently receive compensation payments directly to a payment card, you will need to re-enter your card details after 18 October 2026.

Yes. New claims submitted through the upgraded system will use claim references beginning with "TPT".

Payit allows compensation payments to be sent directly to your bank account using a secure payment link.

If your claim is successful and Payit is available for your payment, you'll receive a secure link allowing you to choose the bank account where you'd like your compensation paid.

Payit links remain valid for 30 days from the date they are issued.

No. Payit™ is available to customers of many UK banks and there is no requirement to be a NatWest customer.

No. One of the benefits of Payit™ is that you do not need to share your bank account details with us.

Please check your claim outcome email for details of the appeals process.

If you need assistance accessing your account or have any questions about these changes, please contact our Customer Services team on 0345 600 1671 (Option 4). Lines are open 06:00–23:00, 7 days a week.