I just deposited cash into my Starling account over the counter at NatWest. I did this last time on 2 June, with no problem. Today, at the same branch (20 Amhurst Road, London E8), the cashier spent five minutes telling me she couldn’t do it because I don’t have an account with NatWest. She kept asking: “who’s your account with?” I kept saying Starling Bank. She’d never heard of us. Both cashiers told me they’d had instructions not to accept payment into anyone’s account unless the account holder was making the deposit into their own NatWest account.
In the end, after a tussle, she agreed to do it. Maybe NatWest need reminding to tell their staff about this?