Frequently asked questions

General questions

Plan Ahead is an online repository where you can capture your end-of-life wishes and key documents. Once you've created your plan, you can easily share your wishes with your loved ones and give them 24/7 access to your plans.

In order to access Plan Ahead you must be a NatWest customer who is registered for online banking. Please note that NatWest Plan Ahead content is designed for customers residing in England and Wales. If you live in Scotland or Northern Ireland, some information may not be relevant for your place of residence. 

Yes, Plan Ahead is a free to use tool for NatWest customers.

If anything changes, you can login and update your checklist to reflect your preferences and upload new documents on Plan Ahead at anytime.

Because Plan Ahead is an online repository you can easily upload any previous planning to the documents section. Plan Ahead also offers the functionality to share your wishes with your loved ones and give them 24/7 access to your plans.

No matter what planning you've already done, Plan Ahead can help you consider ideas and options that other resources may not have covered. You can also upload any previous planning to the document section. Our tool helps you to audit the planning you've done so far using our checklist. Plan Ahead also offers the functionality to share your wishes with your loved ones and give them 24/7 access to your plans.

A will is a legally binding document and is a great start, but there are many end-of-life preferences that a standard will doesn’t always cover. Plan Ahead can help you think about what matters so that you can make clear choices for your end-of-life plan and make sure that your loved ones know exactly what you want and can follow your wishes.

We appreciate that death can be a difficult topic, and thinking about it can be challenging. NatWest Plan Ahead can help you to put things in to perspective, the preparation you do now will protect your loved ones from having to make difficult decisions in the future without your guidance.

You can use NatWest Plan Ahead to make sure your loved ones know that they have your permission to make their own decisions. You can also use NatWest Plan Ahead to look at other aspects of end-of-life planning that you may not have considered.

We've designed the tool with simplicity in mind to help ensure it's accessible to all. Please note Plan Ahead cannot be used for another person. If you're a NatWest customer, the best way to help someone else use the tool would be to get to grips with how it works first. Once you understand it, it'll be easier for you to walk them through the process.

No matter what the future holds, we’re committed to protecting your information. If NatWest Plan Ahead had to close for any reason, we ensure all of our users have a copy of their plan to print or download for digital safekeeping elsewhere.

Registration & Login

In order to register you will need your NatWest online banking credentials including your customer number, mobile number, partial pin and password. If you don't have online banking please register for this first at https://www.nwolb.com Once you've done this, you'll be able to set up a Plan Ahead account.

We use Online Banking to verify your identity and that you're a NatWest customer through the following steps:

  1. Entering your customer number, partial PIN and passcode
  2. Selecting your NatWest account.

When you select your chosen NatWest account after entering your Online Banking details, you'll be requested to share the information you have registered with this account with our website provider to allow your Plan Ahead profile to be created. The information shared is your name, partial postcode, email address and mobile number. We do not share any other account information.

If you've forgotten or aren't sure of your login details for Online Banking, don't worry. By re-registering for the service, you'll be reminded of your Customer Number, and be able to choose a new PIN and password.

Your Customer Number

This has up to 10 digits starting with your date of birth (DDMMYY) and then your unique number (up to 4 digits), which identifies you to the bank. If you’re still not sure, but have an active debit or credit card, you can use the 16 digit card number followed by your usual Online Banking PIN and Password.

Your Online Banking PIN

This is the 4-digit number you chose when you registered for Online Banking or Telephone Banking. It could be different to the numbers you use with your debit or credit cards.

Your Online Banking password

This is the password you chose when you registered for Online Banking or Telephone Banking. It will be between 6 and 20 characters, and include at least one letter and one number.

If you're still not sure, but have an active debit card and know your account details, you should be able to log in within a few minutes by answering some questions on our Online Banking re-registration form.

We will let you know by text and email to acknowledge your enrolment or re-enrolment for Online Banking.

After registering for any subsequent logins please follow these steps:

  1. Go to www.planahead.natwest.com
  2. Enter your registered email address and password and select 'Log In'.
  3. For extra security we will ask you to enter a one-time passcode which we will send to the mobile number you have registered with us. This will verify that it's you logging in.

If you've forgotten or aren't sure of your password don't worry, please follow these steps:

  1. Go to www.planahead.natwest.com
  2. Select 'I forgot my password'.
  3. Enter your registered email address.
  4. You will receive an email which contains a link to reset your password.

If you already know your password but want to change it for future please follow these steps:

  1. Login to your Plan Ahead account.
  2. Navigate to your settings using the menu on the right hand side.
  3. Under the change password section put in your current and new password.
  4. Click update password.

If you want to update your email address you'll need to do this using NatWest Online Banking

  1. In Online Banking, select 'Your details' and then 'Update email address'
  2. Type in your new email address into the 'new email address' box. Then retype it in the 'Confirm email address' box.
  3. Make sure your email address is correct, then authorise the change using your card reader

If you want to update your mobile number, the easiest way is by using NatWest Online Banking

  1. In Online Banking, select 'your details' and then 'Update mobile phone number'
  2. Type in your new number into the 'New mobile number' box. Then retype it in the 'Repeat new mobile number' box.
  3. Make sure your number and country code are correct, then authorise the change using your card reader.

Unfortunately you'll need to wait till you're back up and running with a new number, the easiest way to update your number is by using NatWest Online Banking

  1. In Online Banking, select 'your details' and then 'Update mobile phone number'
  2. Type in your new number into the 'New mobile number' box. Then retype it in the 'Repeat new mobile number' box.
  3. Make sure your number and country code are correct, then authorise the change using your card reader.

When you registered for Plan Ahead you would have created an account, please ensure you are using these details to login. Check the following:

  1. Your email is typed correctly.
  2. Your password is typed correctly, accounting for both upper or lowercase letters and symbols.
  3. Try resetting your password.

If you continue to have issues logging in, please email us at support@mailplanahead.natwest.com

No, unfortunately Plan Ahead is only available to NatWest customers. You can apply for a NatWest account or product on our website https://personal.natwest.com/personal.html

Product Functionality

No, NatWest Plan Ahead is a website so you don’t need to download anything. You can manage your NatWest Plan Ahead account by logging in from any web browser on your phone, tablet, or computer.

Yes, as long as you’re connected to the internet then you can use Plan Ahead on any device. That includes your mobile phone, computer, or tablet.

Yes, all the outputs from the checklist are consolidated into a document. You can download or print anything that’s stored in the ‘Documents’ section of your profile. And if you share your profile with someone, they can do the same. When you download or print a document, it’ll be time stamped so you’ll know whether it’s up to date.

No. Your plan is there to suit your needs, so it’s up to you which questions you want to answer. If you don't feel comfortable answering certain questions you're able to leave them and return to them at a later date.

No, Plan Ahead will encourage you to think about options you may not have even known about, and enables you to capture your preferences. If you want to formalise your wishes and make a legally valid and binding document, like a will or Power of Attorney, Plan Ahead reccomends you take your own legal advice on how to do this. There are links in Plan Ahead you can refer to to help get you started.

All Plan Ahead documents are private. Only you or those who you share your plan with will be able to see them.

You can choose to share you plan at anytime by following these steps:

  1. Log in to Plan Ahead account.
  2. Go to > Sharing & Key Contacts.
  3. Click on 'Share with someone new'.
  4. Enter their contact information (Name, email, phone number and relationship), then click next.
  5. Preview and customise the email invitation.
  6. Click 'Share'.

We recommend following up with anyone you share your plan with so that they can expect to receive an email.

If you no longer wish for someone to have access to your Plan Ahead profile, you can change your sharing preferences, please follow these steps:

  1. Log in to Plan Ahead account.
  2. Go to > Sharing & Key Contacts.
  3. Locate the person you no longer wish to share access with
  4. Click on 'Edit sharing'
  5. Click 'Yes, stop'

Plan Ahead does not notify individuals when you revoke access to your profile. If you wish to notify them of this change, contact them directly to let them know.

No, unfortunately you must have their email address and mobile number in order to share your plan with them.

No, key people will have read-only access to your plan.

There are several ways in which you can personalise your Plan Ahead checklist.

  1. After registration, on the first time you logging to Plan Ahead, you will be asked to make some selections depending on you personal circumstance (if you have dependants or pets) or on the level of planning you have in place (if you already have a Will or Lasting power of attorney).
  2. At any point in time you can amend these answers by selecting the option 'Personalise your checklist' from the Set Up Account option after you Login.

You can amend your plan anytime, by logging in to Plan Ahead an updating the necessary sections of your checklist or uploading new documents. It is good practice to review your plan and the people you've shared it with regularly to ensure your wishes remain up-to-date.

You can update your plan or add new documents at anytime, just login to your account and re-upload a copy of your will in the documents section.

We appreciate that some of these questions cover very personal topics, please take your time to capture your responses and you can return to update your wishes at any point.

Please follow these steps:

  1. Log in to your Plan Ahead account.
  2. Go to > Documents.
  3. Click on the 'Upload Document' button.
  4. On the following screen, you can drag files from your desktop into the box to upload them or click in the same box to 'Browse your computer' for the file.
  5. Select a 'Document type' from the dropdown.
  6. If required, update the 'Document name'.
  7. If required, add a Note to provide further information about your document.
  8. Click 'Save'.
  9. When the file is done uploading you will see a 'File uploaded' message.

Please note: the maximum file size for uploads is 30MB. Only document files (PDF, DOC, DOCX, TXT, RTF, XLS, XLSX, ZIP) and image files (JPG, GIF, PNG) are allowed.

The maximum file size for uploads is 30MB. Only document files (PDF, DOC, DOCX, TXT, RTF, XLS, XLSX, ZIP) and image files (JPG, GIF, PNG) are allowed. Please check your document meets these requirements and try again. When uploading documents to our website, you confirm:

  • you are not infringing any rights of any third parties, including intellectual property rights; and
  • the documents do not contain any material that may be considered unlawful, defamatory, threatening or inflammatory;

We have the right at any time and without notice to remove any document uploaded to Plan Ahead that breaches these terms and conditions.

We’re sorry to see you go. To delete your Plan Ahead account:

  1. Login to Plan Ahead
  2. Go to Settings > Delete Account > Select 'Delete Account'.
  3. You'll be prompted to ensure you want to delete your account, select yes.

Once you confirm your deletion, your access to Plan Ahead will be removed within 24 hours. Please ensure you have saved or downloaded your plan or any documents you may require, if you change your mind we are unable to restore your account."

If you close the NatWest account you registered with Plan Ahead and no longer hold any accounts with NatWest, we will close your Plan Ahead account. We will give you 30 days notice before closing your Plan Ahead account to allow you to download and save any documents you have stored on Plan Ahead.

Upon notification of your death the bank will pause access to your account, including access for those who you've shared your plan with. Your executor can request access to you plan by emailing support@mailplanahead.natwest.com. We will keep your account for 12 months following notification of your death. Once your account is deleted we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

If you have a more specific question, it's worth speaking to your local funeral director on what options are available in your area.

We recommend that you consult with a medical professional to understand the pros and cons of different treatment options raised in the tool, or if you have any further questions about the options that are detailed.

We recommend you consult with your solicitor on any specific questions you have about the Health & Welfare Lasting Power of Attorney.

You can also visit these links to find out more.

https://www.gov.uk/power-of-attorney

If you live in Scotland or Northern Ireland there are different types of power of attorney, for more information please refer to these official Government websites:

https://www.mygov.scot/power-of-attorney/

https://www.nidirect.gov.uk/articles/managing-your-affairs-and-enduring-power-attorney

Please Note that Powers of Attorney from Scotland and Northern Ireland may not be accepted in England & Wales.

We recommend you consult with your solicitor on any specific questions you have about the Property and Financial Affairs Lasting Power of Attorney.

You can also visit these links to find out more.

https://www.gov.uk/power-of-attorney

We recommend you consult with your solicitor or a will-writing professional if you have any specific questions about the will writing process. You can also use the NatWest Will Writing service (offered by Hugh James) via this link: https://personal.natwest.com/personal/life-moments/bereavement/will-writing-service.html

You can use the NatWest section on Insurance options via this link: https://personal.natwest.com/personal/insurance/life-insurance.html

We're here to help. If you have reviewed our FAQs and can't find the answer you're looking for, please get in touch support@mailplanahead.natwest.com and we will try to help you with your query.

Data & Security

Yes – your data is encrypted and stored securely in the UK. To keep your account safe, you’ll need to use your email address and the unique code we send to your mobile phone every time you want to log in. We are committed to ensuring that your information is secure with us and with the third parties who act on our behalf.

Upon notification of your death the bank will pause access to your account, including access for those who you've shared your plan with. Your executor can request access to you plan by emailing support@mailplanahead.natwest.com. We will keep your account for 12 months following notification of your death. Once your account is deleted we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

If you choose to close the NatWest account you registered with Plan Ahead and no longer hold any accounts with NatWest, we will close your Plan Ahead account. We will give you 30 days notice before closing your Plan Ahead account to allow you to download and save any documents you have stored on Plan Ahead. Once your account is deleted we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

If you choose to delete your NatWest Plan Ahead account we will retain a copy of your records for 30 days in compliance with GDPR and our privacy policy.

GDPR is the General Data Protection Regulation that came in effect in May 2018. GDPR, together with the new UK Data Protection Act 2018, forms part of the data protection regulatory regime in the UK. The personal data you provide to us will be governed by this regulatory regime.

Personal data is the information relating to natural persons who can be directly or indirectly identified or identifiable. In our context, some examples of personal data include your name, mobile number, email address and bank account details.

For a copy of your Plan Ahead data, you can access and download any data you have input to Plan Ahead directly from the Documents section of the website and downloading the documents containing your notes on each journey.

To request any other customer data from NatWest such as name, address, etc. please visit https://supportcentre.natwest.com/?q=SAR and refer to the Bank’s process for a Subject Access Request (SAR).

You can find a copy of the Privacy Policy in the following places:

  1. In the footer of the Plan Ahead tool
  2. Once logged in there is a link to the Privacy Policy from the main navigation

To manage your email preference for Plan Ahead, please follow these steps:

  1. Open a recent email you received from Plan Ahead —you can search your inbox for "Plan Ahead" to find one.
  2. Click 'Unsubscribe Preferences' link in the footer of the email.
  3. A page will open in your browser. Here you can make choices about the types of emails you want to receive.

We're sorry you need to complain. Please go to the NatWest support centre to raise your complaint https://personal.natwest.com/personal/support-centre/how-to-complain/complaints-here-to-help.html