NatWest Group has lifted restrictions that prevented customers with Israeli mobile numbers from receiving security text messages needed to access online banking, following complaints from UK Lawyers for Israel (UKLFI) and affected customers.

The restrictions affected Royal Bank of Scotland (RBS) customers using Israeli telephone numbers. NatWest has confirmed that delivery of one-time passcodes by text message was restored on 20 August 2026.

UKLFI wrote to NatWest Group’s Chief Executive, Paul Thwaite, on 4 July after learning that longstanding RBS credit card customers in Israel could no longer access online banking because the bank had stopped sending passcodes to their phones.

In a separate letter to an affected customer dated 9 July, RBS confirmed that the decision to block numbers beginning with Israel’s international dialling code, +972, had been made in mid-February 2026. The bank referred to financial crime prevention and the risks of operating online banking services in certain jurisdictions. It told the customer that his only remaining option at that time was telephone banking.

UKLFI challenged the restrictions and requested that services be restored. Its letter raised concerns that refusing services to Israeli nationals or people living in Israel could amount to unlawful discrimination under the Equality Act 2010.

The customer also submitted a complaint to the Financial Ombudsman Service.

Responding to UKLFI on 1 September, NatWest’s Executive Response Team said restrictions had been introduced in several geographical locations, including Israel, in response to an “elevated global fraud risk”.

The bank confirmed: “From 20 August 2026, these restrictions were lifted within Israel and I can confirm that customers with Israeli mobile numbers can once again receive OTPs via SMS.”

NatWest said that alternative methods, including card readers, mobile app biometrics and telephone banking, had remained available during the restrictions. However, its letter of 9 July to the customer mentioned above had described telephone banking as his only alternative.

On 2 September, the customer confirmed to UKLFI that his access had been restored and that he now had full access to online banking.

A UKLFI spokesperson commented:

“We welcome the restoration of security text messages to Israeli numbers following complaints from UKLFI and affected customers. Longstanding customers should not have to spend months challenging restrictions simply to regain normal access to online banking.”