Nationwide (merged)

TheMoneyMan

natweststaffmember wrote: »

But in this day and age if you can get someone with one charge or query into what I guess I would say is a profitable customer, so mortgage with you, loan, credit card, etc,etc, then it makes sense to take the time to go(have you heard this expression) "the extra mile" for that customer. Furthermore, if you take out the reputed 2.6Billion pounds out of the equation then there is an income stream issue. For example, free cash withdrawals overseas, is starting to disappear from Nationwide, so is income streams from nominal interest as the BoE base rate is so low. Having fewer people in branches, could mean that you don't need as many staff employed and therefore less branches required. I would prefer the busy branch to the quiet one with no bank charges queries.

If a customer has defaulted with us they are highly unlikely to qualify for a loan or mortgage etc. 95% of the time they are cash card only customers that don't even qualify for a debit card.

Don't get me wrong, I enjoy seeing all of my customers whether it's business or queries but it would be better to spend less time with queries and more time with business, especially in my branch where so much business walks in that we have to turn some away.

Jobs wouldn't go as we are encouraged to spend more time with the right people so we would still need the same amount of staff.

natweststaffmember

TheMoneyMan wrote: »

If a customer has defaulted with us they are highly unlikely to qualify for a loan or mortgage etc. 95% of the time they are cash card only customers that don't even qualify for a debit card.

Don't get me wrong, I enjoy seeing all of my customers whether it's business or queries but it would be better to spend less time with queries and more time with business, especially in my branch where so much business walks in that we have to turn some away.

Jobs wouldn't go as we are encouraged to spend more time with the right people so we would still need the same amount of staff.

Even if its one single charge? I guess banking had really changed in the last few months. I remember the days of being able to turn an angry customer into a sale(hate to use the word but a sale is a sale).

TheMoneyMan

natweststaffmember wrote: »

Even if its one single charge? I guess banking had really changed in the last few months. I remember the days of being able to turn an angry customer into a sale(hate to use the word but a sale is a sale).

Yep! Nationwide are very strict to whom we lend to. If getting a charge was the society error this can be rectified and credit score reset. But if not, then there really is little chance of qualifying for anything else.

It's having this very prudent approach to lending in the first place that has made the society so strong. Sucks sometimes when you really want to help someone but there's nothing anyone can do.

natweststaffmember

TheMoneyMan wrote: »

Yep! Nationwide are very strict to whom we lend to. If getting a charge was the society error this can be rectified and credit score reset. But if not, then there really is little chance of qualifying for anything else.

It's having this very prudent approach to lending in the first place that has made the society so strong. Sucks sometimes when you really want to help someone but there's nothing anyone can do.

Not even when reputational risk is involved ie local celebrity, well known in the community, that sort of thing? The old one off Gesture of Goodwill

TheMoneyMan

natweststaffmember wrote: »

Not even when reputational risk is involved ie local celebrity, well known in the community, that sort of thing? The old one off Gesture of Goodwill

Absolutely not.

natweststaffmember

TheMoneyMan wrote: »

Absolutely not.

Ouch ouch ouch ouch. Nationwide are hard people .
If they aren't bothered about reputational risk then they don't give a hoot about their customer base. Ouch.

TheMoneyMan

You're twisting things. They will treat everyone the same which suggests they care a lot about their customer base. With no shareholders customers are their sole focus. Our competitors like to critise Nationwide and find bad things to say about them because they're such a successful organisation and so many institutions strive to be like them. I have to say they genuinely do care about customers.

natweststaffmember

TheMoneyMan wrote: »

You're twisting things. They will treat everyone the same which suggests they care a lot about their customer base. With no shareholders customers are their sole focus. Our competitors like to critise Nationwide and find bad things to say about them because they're such a successful organisation and so many institutions strive to be like them. I have to say they genuinely do care about customers.

I'll be polite, it sounds like you have swallowed the manual. I have been there and after a few months or more outside of them it does just about leave the system. Having said that, I do understand their ethos albeit, they work the same on bank charges specifically and on credit cards. IF, and I say this politely, IF they changed their charging structure to one that was the cost of returning an item unpaid, they would no doubt get even more customers due to them being pioneering in the way they dealt with charges. I live in hope that one financial institution will do that

Shaza40

Hi

Sent off my claims to Nationwide over a week ago and would like to ask a couple of questions which i hope someone can help with.

1. Any idea on how long it takes them to reply to the claim.
2. I assume it will be refused or on hold - what do I do then?
3. Anyone know the success rate on getting back money from Nationwide?

Thanks

jos004

Shaza40 wrote: »

Hi

Sent off my claims to Nationwide over a week ago and would like to ask a couple of questions which i hope someone can help with.

1. Any idea on how long it takes them to reply to the claim.
2. I assume it will be refused or on hold - what do I do then?
3. Anyone know the success rate on getting back money from Nationwide?

Thanks

1. they have 40 days, from the date they receive your cheque. if they don't send statements/summary of charges, complain to the Info. Comm's Office.
2. if they refuse to make you an offer, complain to FOS. If you submit a claim via your local county court - it will be stayed. You can apply to have the stay lifted: very difficult though. If claiming under the FSA hardship waiver, you'll have to prove priority debt arrears: rent, mortgage, util. bills, council tax.
3. don't know, but would be interested. I used to have a flexaccount with them; about to re-claim charges.