Nationwide customer services experiences?

Astraeus

Noted regarding the possibly over-zealous approach to admin/T&Cs. Thanks for those comments.

Useful to know re: joining bonus. Though I am sure the post was intended as a smart alec response, it is nevertheless useful to know there is a joining bonus scheme. I will look into it further.

Rich1976

I've been with Nationwide for years and have a joint account, credit card and ISA with them.
I have had a couple of issues with them over the last 3 years which has resulted in a formal complaint being made as the only way to get them to sort the problem out. When everything runs smoothly, which it does most of the time they are very good and yes their customer services are helpful and the secure messages are always polite and responded to with in a day or so. From a customer service point of view they are far more polite and friendly than they were a few years ago where you could be greeted in branch or over the phone by surly staff - but all that has changed for the better. The issues I had could/should in my opinion have been sorted on one phone call and it is in instances like that where they can be frustrating.

I love their internet banking and find it the most user friendly unlike First Direct's and also like Nationwide's phone app.

The only thing you can't do with Nationwide unlike First Direct is that you can't phone them up and ask them to make a payment to someone, you have to do it through the automated phone banking provided the payee has already been set up online or in branch, or do it online. The same applies to cancelling dd's or setting up/cancelling standing orders.

If you want generally very good service that does what it's supposed to most of the time, but accept they're not always the best at sorting problems then I would recommend them.

Kim_13

Astraeus wrote: »

Noted regarding the possibly over-zealous approach to admin/T&Cs. Thanks for those comments.

Useful to know re: joining bonus. Though I am sure the post was intended as a smart alec response, it is nevertheless useful to know there is a joining bonus scheme. I will look into it further.

There's £35.35 on Topcashback for opening Nationwide accounts.

MABLE

We have been with Nationwide for about 20 plus years and certainly no complaints. Their systems for applying for additional products are very user friendly. Because we are on the internet we do not need to phone them but when we have the staff seem very friendly and focused.

Also if you ever need to borrow money I find in our case its always a yes without any fuss.

colsten

Astraeus wrote: »

Useful to know re: joining bonus. Though I am sure the post was intended as a smart alec response, it is nevertheless useful to know there is a joining bonus scheme

It was simply intended to point out that you were mistaken on that particular point. What you make of the info is down to you.

colsten

Rich1976 wrote: »

The only thing you can't do with Nationwide unlike First Direct is that you can't phone them up and ask them to make a payment to someone, you have to do it through the automated phone banking provided the payee has already been set up online or in branch, or do it online. The same applies to cancelling dd's or setting up/cancelling standing orders.

Why would you try and phone someone about these activities when you can do them all online?

Rich1976

colsten wrote: »

Why would you try and phone someone about these activities when you can do them all online?

Because not everyone has internet access or want to do everything online. I am quite happy to but i know a lot of people who would still prefer to pick the phone up.

mollycat

Been a customer for 20+ years. Can't recall ever having to phone them, can't think of any reason I ever would (internet/ branch close by).

TBH, "customer service" would be way down my list of criteria for selecting a bank/building society.

Depends on the individual one deals with rather than the organisation, (IMHO, of course).

pollypenny

We transferred to Nationwide in February after 50 years with Midland/HSBC.

The transfer seemed to take ages, but all is well after that. The phone is answered by someone in a UK call centre on the odd occasion when I've had to ring. The online banking is easy.

We use all the benefits of Flex Plus for a net cost of £5 odd.

BobQ

I have been a customer of NWBS since 1978. My experiences are generally very positive. Their on line banking is excellent.

I have had a few issues over the years but virtually all have been resolved without a fuss. The telephone service is excellent (never used First D so it may not be as good). I travel around quite a bit and when I have needed to use a Branch they have generally been very helpful.

The only branch I have ever had issues with was the Portsmouth one When I worked in that area I found them frustrating on a few occasions unlike the nearby Southsea branch who were excellent. Interestingly I happened to go back to Portsmouth recently and was amazed to find that even though the branch had relocated, its staff were still just as inefficient.