Do not risk your money.
Nationwide treat customers with absolutely no respect, have no customer complaints department, and pass everything to the ombudsman as it is easier than dealing with it.
They incorrectly removed the agreed 5% interest rate from my accounts with no warning - paying only 1% despite sending documents stating the accounts would each earn 5%.
I complained by phone, by going into branch, and via their online customer service team (twice). I was told the rate should be 5% but no one corrected it. The online complaints team completely ignored me and did not even send an acknowledgment.
I was shocked and appalled by this, so I persisted. It took months of continued complaining for them even to look at the issue, and the people who dealt with it do not deserve their jobs - initially they sent their final offer letter and told me to contact the ombudsman.
I persisted as they had not even opened an investigation and found the ridiculously named customer excellence department
- could not write an email
- did not investigate what had happened
- did not review my complaint
- treated me in a completely disrespectful way, and
- made no apology for their error or handling of the complaint
It is amazing they are still in business, but I only knew they had reduced my interest rate when I checked my online account. Others may not check.
There are many other banks that treat customers fairly and with respect so I urge you to use them instead.
Reviewed on: 21st November 2016
