Nationwide Complaint and Compensation

mich309

I have been having a problem getting my mortgage offer from Nationwide, it's been over 3 weeks and taken about 30 phone calls, I've also taken the day off work to go into a branch and emailed the CEO. I have finally had some sort of action, which was for someone to call and apologise and tell me they'd send me a cheque for £100 for the inconvenience. Should I just accept this or take further action? I wasn't really thinking of financial gain, as I have just been so worried about getting the mortgage, but I have been through a large amount of inconvenience, and a huge amount of stress because of their accepted incompetence.

Any thoughts?

dunstonh

Should I just accept this or take further action?

Depends on what the reasons for hold up are. Also £100 isnt bad. The FOS generally go up to £250 for more severe complaints. So, in the "scale" of expectation its about right for a clerical hold up.

Senior_Paper_Monitor

I'm amazed you got that !

I'd settle for the win - mind you, have you got an offer yet ?

mich309

Thanks for the advice. The hold up was a "technical" issue that they haven't been able to resolve, and I think the money was offered more to do with the amount of effort I've had to go to in order to get anyone there to call me back.

I guess I should be grateful for the offer of £100 then.

I'd recommend the emailing the CEO and standing in a branch route for anyone else with issues, as it's been the only way I've obtained a resolution. Mortgage offer has just been faxed to my solicitor in the last 5 minutes.

GMS

Having the offer is the main thing.

Does the £100 cover your day off work?

JA1000

I was conned by Nationwide earlier this year, DIP agreed and then onto app was all going through until pulled after months due to a technical issue.

No money returned, broker didn't even chase me for a fee, it's not so much the £100 but the total waste of time and very poor customer service.

askee

Hi Mich309, i'm having a similar problem with Nationwide at the moment. Can I ask the name and address of the CEO you complained to please?

We are currently waiting for a 3rd mortgage offer from Nationwide. The 1st one we had to change because we got a price reduction on the property so no fault of Nationwide. However, they took almost 4 weeks to issue the 2nd offer after countless phone calls. We finally got the new offer two days ago but the amount borrowed was wrong. They can't even do a simple sum with 15% deposit off the purchase price! So now, we have to wait for the 3rd offer which could possibly take weeks. The vendor has already waited months and is now threatening to cancel the contract.

Should I just complain to the CEO as mich309 did, or is there anything else I can do?

dunstonh

Should I just complain to the CEO as mich309 did, or is there anything else I can do?

The CEO would not have read the complaint or dealt with it. It would have been filtered to the complaints team.

GMS

askee wrote: »

Hi Mich309, i'm having a similar problem with Nationwide at the moment. Can I ask the name and address of the CEO you complained to please?

We are currently waiting for a 3rd mortgage offer from Nationwide. The 1st one we had to change because we got a price reduction on the property so no fault of Nationwide. However, they took almost 4 weeks to issue the 2nd offer after countless phone calls. We finally got the new offer two days ago but the amount borrowed was wrong. They can't even do a simple sum with 15% deposit off the purchase price! So now, we have to wait for the 3rd offer which could possibly take weeks. The vendor has already waited months and is now threatening to cancel the contract.

Should I just complain to the CEO as mich309 did, or is there anything else I can do?

You negotiated a price reduction after offer? Not NWide fault as you say.

Did you tell them you were reducing you deposit too? Why would they asssume that you still want a 15% deposit? Perfectly reasonable to assume you would pay the same deposit and lower borrowings.

askee

Yes, the price reduction and reason for the new offer was the vendor's doing and not Nationwide. But surely a new offer should not take 4 weeks considering they had all our details already?

Yes, they were aware that the deposit was 15% of the new purchase price. However the new deposit that they quoted was a completely different figure and not even the same deposit as in the original offer. When questioned by my broker, they could not give an answer as to how they came up with the figure. So you can understand my frustration.