An NHS worker was "left in tears" after NatWest made reference to his dead dad, in a letter of apology.
William Coughlin said the "insensitive" incident happened after he visited the Lord Street bank branch, in Southport, on April 27.
The 48-year-old said, despite wearing his NHS badge, he was told he would have to wait in the 30 minute queue like everyone else.
After getting home Mr Coughlin said he made a complaint to NatWest, in which he stated he was unhappy at having to wait outside as he was clearly an NHS worker.
However after receiving a letter of apology, from NatWest regarding the incident, Mr Coughlin was "left distraught" to see the bank had mentioned his father, who died 25 years ago.
In the letter, seen by the ECHO, NatWest apologised to Mr Coughlin and said the bank did have a policy of “prioritising NHS workers” and for their error awarded him £25 compensation.
Near the end of the letter, however, NatWest go on to apologise for the "upset caused to both you and your father".
Mr Coughlin told the ECHO the letter has since caused him "lots of trauma" and brought back painful memories.
He said: “I have been distraught and crying – it brought back bad memories before his death.
“What evidence do NatWest have to indicate my father was present with me last week at the bank?
“My father passed away around twenty-five years ago.
“I find this very sad and insensitive that a member of their team could put such comments in a letter considering my father is no longer alive.”
Mr Coughlin said he now wants a further apology from the bank and added: “I also want a decent amount of compensation and [assurance] that it won’t ever happen again.”
NatWest told the ECHO it was following up the complaint directly with the customer.
A NatWest spokesperson said: "We apologise for Mr Coughlin’s unsatisfactory experience while visiting the Southport branch and will be in touch to offer compensation for the distress caused.
"We are doing everything we can to support our customers who are NHS and key workers.
"For NHS workers who need urgent support, we offer a dedicated phone line, open 24 hours a day, 7 days a week (0800 0462 418) where our team of experts are ready to help with emergency banking support.”
