NatWest apologises after branches refuse transgender woman’s title change request

NatWest has apologised after a transgender woman had her request to change her title from Mr to Ms denied by two branches.

The Birmingham Mail reports that the woman, who has not been identified, received a personal call from NatWest’s Equality and Diversity team after she shared her story in the press.

Both Birmingham New Street and Dudley branches of the bank refused to complete the requested change, and was told that she would need a gender recognition certificate.

However, after the story appeared in the press, the bank took action and has now promised to compensate their customer.

In a statement, they said: “This was a case of human error and we have contacted the customer to apologise. We have made it easier for customers to change their gender on their banking records, and have given them the option to use the title, Mx.

“By embracing difference, and placing inclusion at the very heart of how we do business, we want to be a better bank for our customers.”

RBS previously introduced the gender-neutral title Mx, while by law, you remain your birth gender unless a gender recognition certificate is obtained.

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