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429 customer reviews on Nation Wide on Trustpilot


2 days ago
by Zac Jones

1 stars

Very disappointed with Nationwide

Very disappointed with Nationwide, paid a cheque in via ATM at branch at 10.30am on Thursday (as they won't accept it over the counter if you have a flex...Read more

Very disappointed with Nationwide, paid a cheque in via ATM at branch at 10.30am on Thursday (as they won't accept it over the counter if you have a flex Direct account), 24 hours later no sign of the cheque in my account, phoned customer service and after a wait and automated security, got through to the first advisor, she had no idea why the money was not in my account and put me on hold whilst she phoned the branch, after a wait I was put back to the start of the automated queue again, through to a second advisor , still no idea about the money on hold twice, asked for a manager who refused to come to the phone, eventually hung up, Rang back through to a third advisor who was, very apologetic, but again no idea, tried to phone the branch, but didn't have correct number, so advised me to go to the branch myself to find out. , On attending the branch discovered the cheque was still in the envelope behind the counter in a pile with others, waiting to be processed 26 hours later. Apparently the cashiers input them to the system manually when they have time, but you can't actually pay in at the counter - Pathetic Total waste of a morning chasing around after a large cheque that I thought was lost . Absolutely disgraceful service from Nationwide minus stars is more like it

2 days ago
by LMUK

1 stars

Very bad telephone service

Very bad telephone service - waited nearly 30mins only to told that the line was closing!!! Surely this large company is capable of some additional phone...Read more

Very bad telephone service - waited nearly 30mins only to told that the line was closing!!! Surely this large company is capable of some additional phone staff!! If you rely on telephone service I wouldn't choose them

3 days ago
by amutualcustomer

1 stars

nationwide building society...the nations first dishonest "mutual" ????

nationwide building society. 1. joe garner is over paid and he needs to go...asap 2. he has steered the society in a very commercial direction.....it...Read more

nationwide building society. 1. joe garner is over paid and he needs to go...asap 2. he has steered the society in a very commercial direction.....it really is not mutual anymore. 3. its systems, staff and processes are just like any other bank 4. its IT staff seem to enjoy taking their whole website offline for long periods....as i write this its been down for almost 24 hours and even their own staff cant get into customers accounts....no other bank has ever done this to me!! 5. some branches have very good staff but anything you need online or on the phone can quickly turn to custard. 6. real mutuals with genuine value for their members still exist...leeds bs, coventry bs....ipswich bs etc etc.....nationwide staff are indifferent and incompetant....i suspect they are an army of de skilled cheap labour...and it shows !! 7. joe garner CEO...are you proud of the sentiment of many hundreds of your members here on trustpilot who rate you, the nations biggest mutual, so lowly out of 10. why dont you just resign?? mutuality bestows minimum value to members yet you have totally eroded this ethos and undermined the societies founding principles. even your loyalty products can be beaten elsewhere. stop conning all of us.


More reviews

4 days ago
by James Edwards

1 stars

Poor service

Made the switch to nationwide, regretting it so far that's for sure. First of all my I waited weeks for the switch even though I was given a date for it....Read more

Made the switch to nationwide, regretting it so far that's for sure. First of all my I waited weeks for the switch even though I was given a date for it. Only when I went in did I find out my application was cancelled for no reason. Got that sorted and told the £100 would be in my acc by 20th July and still no sign of that either. Pretty poor service overall

4 days ago
by Paul

1 stars

Please dont go near nationwide …

Please dont go near nationwide glengormley branch put in for a remortgage got approved then asked for additional document phoned advisor for clarification...Read more

Please dont go near nationwide glengormley branch put in for a remortgage got approved then asked for additional document phoned advisor for clarification of the document left voicemails still no reply have to pay solicitors fees for nothing because of nationwide incompetence and they wont pay back the money i used for solicitor fees out of my own pocket!!! Please dont end up the way i did Paul

5 days ago
by Vlad

1 stars

Terrible bank

Terrible bank. They can not provide security of your money and the money keep constantly disappearing from your account. It happened multiple times with...Read more

Terrible bank. They can not provide security of your money and the money keep constantly disappearing from your account. It happened multiple times with me, and after that they also charge you money when your account is in overdraft (because the money been stolen). So my account been in minus until I closed it. The customer service is terrible. Departments do not communicate at all. I do not recommend this bank to nobody. It was a mistake of choosing this bank. Branches are very far. I think it is few in South East London area.

5 days ago
by RP

1 stars

Do not even go NEAR Nationwide even if …

Do not even go NEAR Nationwide even if you've had a HINT of bad credit. I had a DRO 6 years ago. It's now completely wiped of my Experian and equifax...Read more

Do not even go NEAR Nationwide even if you've had a HINT of bad credit. I had a DRO 6 years ago. It's now completely wiped of my Experian and equifax account, yet nationwide won't offer me anything but a basic current account. They refuse to upgrade me to another current account so I can benefit from in credit interest etc. I've slowly rebuilt up my credit rating and now have an Excellent rated credit score. Nationwide STILL could offer me nothing but a basic account. I have now switched to halifax, got a Reward current account with them and got £125 from Halifax for switching. Nationwide need to move out of the dark ages and move with modern times and the modern outlook of banking which means that people once in a while will go through financial difficulties and will work their way out of it. The snobbery of Nationwide and the Branch manager who I dealt with was appalling. Steer clear, there are plenty of other high street banks offering benefits to people no matter their financial situation.

5 days ago
by Kash

1 stars

Wake up Nationwide for improvement.

Open flex plus account in June 2017 on line. It took nearly three weeks to activate the account. Help line staff even did agreed with me that it is not...Read more

Open flex plus account in June 2017 on line. It took nearly three weeks to activate the account. Help line staff even did agreed with me that it is not very clear. In July 2017 I got a letter that the monthly fee will go up to £13.00 from £10.00 a month. It is an increase of 30 %. On the top of this increase Nationwide cut down the benefits like appliances repairs etc. I rang Nationwide number and asked the person ( male) that I want to close my account. He told me that I have to go the branch to close my account. I asked him if I can closed my account on line ( account was opened on line ) . I was told I can close it on line but still I have to go the branch office to fill a form. Can some one believe in Leeds there is only one office that is in Leeds City Centre. I went to Leeds City centre branch , spend some money for car park. Closed my account ( no body asked me to fill the form, I could have closed it on line ) and after the deduction of £10.00 I was worse of £4.73 plus my parking fee of £2.00. The person on telephone line was very rude. What a service. Will not recommend any body.

1 week ago
by Wesley

1 stars

Review for Nationwide Mortgage - Avoid at all costs

Review for Nationwide Mortgage done online on Nationwide's public website, which I assisted a family member with and I am an experienced mortgage...Read more

Review for Nationwide Mortgage done online on Nationwide's public website, which I assisted a family member with and I am an experienced mortgage professional, so know what I am talking about. I would honestly not give Nationwide any stars for their complete incompetence at servicing a mortgage application. They should really not be allowed to offer mortgages to the public. First their online application has flaws because it does not recognise all addresses and even though an address was manually entered correctly, on the review screen at the end of the application, it kindly removes part of what you entered, which creates problems later. There is also no area to enter additional details that are important for the underwriters to know - e.g. change of employer's ownership, hence different payslip format on the 3 payslips uploaded. Despite this, a letter with explanations on the address and change of employer ownership was also uploaded to them with other documents. This was completely ignored. A rather straight forward employed person application. There was absolutely no problem with any aspect of the applicant with credit history, salary or any other aspect, yet Nationwide and their hugely incompetent staff took 7 weeks to finalise the mortgage offer alone and by that time the home purchase and mortgage had been cancelled because of the hassles caused by them. They also kindly ignored the cancellation of the mortgage and still sent documents by post with their very late mortgage offer. Their complaints process is also pathetic, because nothing gets done, even if they say that it will by a certain time. An example of their incompetence is having different teams of underwriters that see different information and do not communicate at all and when there is any issue, no-one picks up on this and lets the customer know about it. Numerous times they had to be phoned up to ask them why things are not progressing and then they discover that their files show that they need another document or won't accept a document given to a branch that said it was 100% fine. Each time something is done they take a whole week to then look at your application again, as it goes to the back of the pile. When they have all documents and the full application initially and assess it all, they should at that stage ask for whatever further information they need, but not Nationwide. They ask then and the next week for more and the next week and so forth. There is absolutely no intelligence in their methodology. I chose them because their interest rate and upfront charges were low and because they are a building society and offer the same product transfers in the future to existing customers and new ones, which a lot of banks do not. That is all pointless, as their initial service in the first place is so pathetic and has forced this purchase to fall through and no doubt many more will suffer the same fate. I can tell you that many high street banks like TSB, Halifax, Natwest and Santander would have processed this mortgage offer in under one week and some of them in the space of two days, not 7 weeks. For your own sake, please do not use Nationwide for a mortgage. Still never received any proper apology or acknowledgement of any wrongdoing by them.

1 week ago
by Paula

1 stars

I've been with Nationwide for 20 years …

I've been with Nationwide for 20 years and now looking to leave, their service has gone massively downhill. Their bad service coupled with the bad and...Read more

I've been with Nationwide for 20 years and now looking to leave, their service has gone massively downhill. Their bad service coupled with the bad and often wrong advice has cost me a lot of time and money, customer services have no interest and you get just a generic email back. Take your money and custom else where, I am.

07/15/2017
by Anna Avery

5 stars

I love nationwide.

I love nationwide. I got a text from Nationwide saying there may be fraudulent activity on my account - the account had been emptied before I even...Read more

I love nationwide. I got a text from Nationwide saying there may be fraudulent activity on my account - the account had been emptied before I even realised I didn't have my bank card. I was devastated but Nationwide sorted everything out and I had all the money back into my account within a few hours. Just in time as well as I'm off on holiday tomorrow. Seriously good service and just another reason why I won't be changing banks any time soon. Thanks again.

07/15/2017
by Frank Lee

2 stars

ISA transfer still not done after 3 …

ISA transfer still not done after 3 weeks. Excuses include:wrong account details sent, transfer rejected, provider's phone dead, provider not answering....Read more

ISA transfer still not done after 3 weeks. Excuses include:wrong account details sent, transfer rejected, provider's phone dead, provider not answering. Some claims directly contradict others, so some are clearly 'untrue'. Nobody contacts me at any stage, even when they promise to after a chase up call. The team is based at Piper's Way, notorious useless customer service. Nowadays one cannot speak to the transfer team directly (I was told) but via a customer service intermediary, a bit like the old Chinese Whispers game, a recipe for frustration and cross-purposes. Front-line staff fine, back office people often arrogant, lazy nightmares. I'll be gone by Christmas.

07/15/2017
by Alex Zapak

1 stars

they used to be so helpful and friendly …

7 years ago they used to be so helpful and friendly and efficient ,that's why i stayed with them ,so what on earth happened ?! Now online banking is a...Read more

7 years ago they used to be so helpful and friendly and efficient ,that's why i stayed with them ,so what on earth happened ?! Now online banking is a joke,customer service non existent . There is all new really awful sneering staff in Hammersmith branch now,they used to be so nice ,but not so now , it upsets my entire day to go there i simply hate it . But it's my nearest branch and since i am STILL waiting for a replacement card after 10 days ,there is nothing i can do but go into that hellhole .Turnaround for a replacement card used to be 3-5 days that has changed ,they have stopped my card several times randomly without any warning in the past few months for security and sent me replacement cards that don't work ,they never apologise or warn that they have sent bad cards ( twice!) ,that took ages to sort out and really messed me up . This time the ATM ate the card and i'm still waiting for a replacement 10 days later .The horrible staff in Hammersmith smirk at me and are incredibly hostile when i go in ,when I asked for 5 envelopes to separate my cash they gave me a hard time about it and humiliated me in front of other customers .2 of them ganging up to chastise me ! They made me feel like a criminal and embarrassed me about using their paper ,i pointed out that they could afford 5 envelopes when they CHARGE £5 !!!! for a bank statement .I cannot wait to get my new card so i organise my finances and leave this increasingly inefficient bank and it's bullying counter staff in Hammersmith My statement says i withdrew a large sum of cash twice in 2 days and i have no recollection o the second transaction which is also very odd .. Whatever you do DO NOT JOIN THIS BANK THEY HIRE HORRIBLE PEOPLE.

07/13/2017
by Darren Lord Sugar Slade

5 stars

Can't complain all good from where I …

Can't complain all good from where I am. Have a sizeable overdraft a good limit credit card, they seem to look after me. Fingers crossed they can help...Read more

Can't complain all good from where I am. Have a sizeable overdraft a good limit credit card, they seem to look after me. Fingers crossed they can help with a hoose and some root canals in a couple of months :)

07/09/2017
by marcin

1 stars

After few years with nationwide I …

After few years with nationwide I decide to close my account Worst experience ever... They let someone take. Money from my account and and I can't take...Read more

After few years with nationwide I decide to close my account Worst experience ever... They let someone take. Money from my account and and I can't take them back!! True they send back when I complain and state that was unauthorised transaction but few weeks later they just take it back again and when I call them they state that they just take OWN MONEY BACK!!! They can't prove that was unauthorised transaction and can reopen this case for me.... Shocking my own money are their money and they do what they want.. Don't trust them guys

07/08/2017
by nick ussher

1 stars

Time and time again they let the …

Time and time again they let the customer down, tonight over an hour on the phone and still no answer, a complete waste of time, if I waited more than 5...Read more

Time and time again they let the customer down, tonight over an hour on the phone and still no answer, a complete waste of time, if I waited more than 5 minutes with the Cooperative bank I started to complain, I've now decided to go back to them!

07/07/2017
by George Cowley

1 stars

Shocking Experience .

Shocking Experience .. we opened an account on the advise that our money is safe when we transfer it by the stupid card reader they give you and that we...Read more

Shocking Experience .. we opened an account on the advise that our money is safe when we transfer it by the stupid card reader they give you and that we are as protected as any other form of method of moving money around.. turns out that's a lie.. we bought some thing for £1100 and the business has run off with the money and not sent anything through.. the Bank are now saying you are entitled to no support from them.. its not recognized as fraud !! the police see it as an offence but not the bank and we have no protection at all.. had we known this we would not have opened an account with Nationwide and I URGE you all not to either. Nationwide as a result of their bad advise has cost my family dearly and now they don't care my partner is beside herself and is getting increasingly depressed as she feels guilty for buying the product in the first place and now our family holiday is likely to be at risk due to finance. Shame on you Nationwide

07/07/2017
by Joe Howe

5 stars

Excellent service compared to other banks.

I have been a Customer for 17 plus years. Never had a complaint that would warrant some of the other reviews. I have always found staff to be helpful and...Read more

I have been a Customer for 17 plus years. Never had a complaint that would warrant some of the other reviews. I have always found staff to be helpful and polite at the branch, on line or even the app is so useful. Things in life can go wrong, nothing is perfect. Keep up the excellent service. As a Mutual rather than a bank you rate well against most of the banks.

07/06/2017
by Jimbo

2 stars

There have been several Internet …

There have been several Internet Banking problems of late but the situation is very bad today, for several hours the internet bank has not recognized my...Read more

There have been several Internet Banking problems of late but the situation is very bad today, for several hours the internet bank has not recognized my details and the App does not work either. Instead of coming out with a load of platitudes Nationwide needs to start being honest about what is clearly a very serious problem, and sort it.

07/01/2017
by Amy

1 stars

Mortgage payments

unhelpful and lazy rude staff working in the 'help' departments. Have been given misleading and condridicting information on our first mortgage payment,...Read more

unhelpful and lazy rude staff working in the 'help' departments. Have been given misleading and condridicting information on our first mortgage payment, which has unfortunately left myself and partner which a bad mark against our credit for the next 6 years. Would not recommmed using Nationwide to anyone!!!

07/01/2017
by Corina

5 stars

In my opinion the best and fast bank

In my opinion the best and fast bank I opened my account online on Friday and after 3 days I got my card and my pin For a person who wants to open an...Read more

In my opinion the best and fast bank I opened my account online on Friday and after 3 days I got my card and my pin For a person who wants to open an account fast and without too many questions it's the best choice

06/30/2017
by Lee

1 stars

Poor customer service and the staff …

Poor customer service and the staff don't care. For the last couple of years their service has gone down hill. The internet banking site is almost always...Read more

Poor customer service and the staff don't care. For the last couple of years their service has gone down hill. The internet banking site is almost always playing up. When my card reader failed they didn't bother to reply or send a new one. I have been a customer since 2003.

06/30/2017
by Boss

1 stars

Hassle!!

Has anyone tried their Mortgage Affordability Calculator? It is asking for pension amount and I am not even retired!!!! and it doesn't let you go any...Read more

Has anyone tried their Mortgage Affordability Calculator? It is asking for pension amount and I am not even retired!!!! and it doesn't let you go any further without entering an amount! Going somewhere else !!!

06/29/2017
by Stephen

1 stars

Poor customer service

Just opened my new account with nationwide nothing but hassle trying to set up direct debits as the nationwide keep sending them back to the...Read more

Just opened my new account with nationwide nothing but hassle trying to set up direct debits as the nationwide keep sending them back to the company's. Was told by nationwide that their is nothing they can do and I need to contact the company's again to explain to them it was their systems and not the nationwide at fault. Something to do with the sort code starting with a 7. Sent 2 complaints to them still not heard anything. Anyway I am now going to change bank again after 1 month because I don't need the hassle. Only gave 1 star as I can't give zero.

06/28/2017
by Nick Cox

1 stars

Nationwide Building Society Call Centre Hell

Nationwide Call Centre Hell Sitting watching the phone on speaker, now up to 8 minutes on a Tuesday morning just to get through to a major bank's call...Read more

Nationwide Call Centre Hell Sitting watching the phone on speaker, now up to 8 minutes on a Tuesday morning just to get through to a major bank's call centre. Updated - got through and helpful person was to sort it. I was referred to another team. Updated - now 36 minutes in to call to simply get the right online account I applied for. Updated - call went dead at 43 minutes. Recalling - 6 minutes in and no answer yet. Now on phone for 3rd time of over 30 minutes simply to change account from FlexAccount to FlexDirectAccount. Kill me now!

06/27/2017
by Colette Griffiths

1 stars

A pain

A pain. Locked out of my online services, phone services and can't make payments because i use paypal and amazon. Phoned up and won't send me new card...Read more

A pain. Locked out of my online services, phone services and can't make payments because i use paypal and amazon. Phoned up and won't send me new card unless go to bank myself which is miles away on my broken ankle. Frustrated with this bank and thankfully i didn't close down old account so moved everything back to them. Just ridiculous.

06/27/2017
by Florin Cocis

1 stars

This bank is a naigtmare.

This bank is a naigtmare.

06/26/2017
by Rich Bremner

1 stars

I too have had similar experiences to …

I too have had similar experiences to all on here. The faff involved in getting a person removed from a joint account was unbelievable. I complained then...Read more

I too have had similar experiences to all on here. The faff involved in getting a person removed from a joint account was unbelievable. I complained then got an apology which was nice and decent of them. Until I discovered I needed a card reader to do anything online. I have applied for a new one and it never arrived after the apparent 5 days it takes. I complained about that also to be told it could take potentially 10 days, hmmmm. More odd explanations or funny excuses as to why I had not received new card reader, so currently I have 3 the 2 i applied for plus the one the kind manager has got on the way for me, possibly on the way, plus the one I can pick up from in branch if I'm that desperate. I am just very bamboozled to the point of Nationwide internet banking when I am required to constantly go to branch to get anything sorted. I do hear of Ombudsman to go to but as been advised that is when all other lines have been exhausted. However with so many poor reviews on here I would like to think all us joined together would have more luck in getting this bank to sort its self out. I have a letter inviting me to vote at their general meeting held on the 20th July, Thankfully I have a day off, I know its not far away but anyone interested in bringing their views along and make our feelings known I would hope could help to improve this banks customer service attitude. I am Rich Bremner of Ringwood on face book or richbrem1982 @gmail.com if anyone interested.

06/24/2017
by edward holmes

2 stars

i have been with this building society …

i have been with this building society over twenty years and they were really good and helpful back in the day fastforward twenty years there call centre...Read more

i have been with this building society over twenty years and they were really good and helpful back in the day fastforward twenty years there call centre is a joke if you make at least two complaints you will speak to team managers that will tell you to take your buisness to another bank managers that dont want to take calls and team members that arent intrested in helping the customers i made a complaint a couple of days ago and trying to find out what was going on about it but they keep saying they will call back when they dont the branch is only slightly better but not by much you will only get a smile and face contact if they are having a good day the call centre dont bother with unless its an emergency as they dont really care about the customer at all

06/21/2017
by William Clarke

1 stars

Utterly incompetent

Have held NW Gold Card for 14 years. Tried to make a purchase from Ebay online about 2am today - Card is linked to my Ebay account - never had a problem...Read more

Have held NW Gold Card for 14 years. Tried to make a purchase from Ebay online about 2am today - Card is linked to my Ebay account - never had a problem before - but payment wouldn't go through, even though I'd used the card successfully at a pub for a meal 4 hours previously. Tried Ebay again - no good - so tried direct purchase with card - still blocked with no reason given and no opportunity to input my Verified by Visa password. Rang them up - card cleared for use - said to try in 5 min. Tried in 10 min. Still blocked. Tried 5 hours later still blocked. Tried again in Tesco shop 10 hours later. Still blocked! Rang again. Told blocked by computer as fraud prevention measure. Girl on phone had no idea exactly why re-blocked - computer decides these things! Now said unblocked but not crossing any fingers! What an appalling shower!! Have asked them to make it a formal complaint. Going to take my business elsewhere though.


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