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Listening to Nationwide members

Nationwide is your building society. So if you have ideas big or small that could improve the service you receive, why not make a suggestion? You can also see what other members have proposed and what we’re doing about their suggestions.

Provide seating for disabled customers while queuing to be served.

Response from Nationwide:
As part of our branch investment programme we’re looking at the design of our branches to make them more homely and to better meet our members’ needs. A queue bench is just one of the things we’re trialing with the new designs (in those branches large enough to have one), so great minds think alike.

Suggested by Alemap
Date: 6 July 2017


Nationwide is a mutual so any profits should/could be returned to members. A very large and long established British mutual insurance company has already started doing this as an added benefit for its members and customers. Even a small amount of 'dividend' each year would make up for the poor rates of return on any savings these days.

Response from Nationwide:
Just as shareholders in PLCs receive dividends based on their shareholding, our members benefit from mutuality through our focus on delivering value for them in competitive products and services.

In the last financial year, we were able to give back over half a billion pounds to members, which included maintaining selected savings rates while passing on the base rate decrease in full to mortgage borrowers.

Suggested by Kelvin
Date: 28 June 2017


It'd be great to see a detail of pending transactions in my online account. Right now I can see the available funds so I can guess there is some amount pending there but I can't see what is it exactly. I think this is a highly requested feature and I really miss it. I hope you can add it sometime. Cheers.

Response from Nationwide:
We’re working on delivering pending transactions as part of a future banking app release so please keep a look out for future app updates.

Suggested by Denis
Date: 21 June 2017


Would it be possible to have the cash balance stated on receipts when making payments via the A.T.M.. You already have a balance on the withdrawal section, so why not have one on the payment section?

Response from Nationwide:
This is something that will be reviewed as part of the ongoing development of ATM transactions, thanks for the suggestion.

Would it be possible to have the cash balance stated on receipts when making payments via the A.T.M.. You already have a balance on the withdrawal section, so why not have one on the payment section?

Response from Nationwide:
This is something that will be reviewed as part of the ongoing development of ATM transactions, thanks for the suggestion.

Would it be possible to have the cash balance stated on receipts when making payments via the A.T.M.. You already have a balance on the withdrawal section, so why not have one on the payment section?

Response from Nationwide:
This is something that will be reviewed as part of the ongoing development of ATM transactions, thanks for the suggestion.

Suggested by Perky
Date: 12 June 2017


When opening a new account with the option of having a cheque book make the service ‘opt in’, rather than automatically providing a cheque book (similar to the options members have to have ‘paperless’ statements).

Response from Nationwide:
Most of our current accounts do operate in the way you suggest. FlexDirect and FlexOne are opt in, while FlexBasic, FlexOne and FlexStudent do not have a cheque book facility. Our only account that does automatically provide a cheque book is FlexPlus.

Suggested by Laura
Date: 26 May 2017


Have food bank collection points in your branches.

Response from Nationwide:
Thanks for your suggestion about the provision of food bank collection points in branches. One of the things that makes Nationwide special is that our branches are able to get involved in the life of their local community and to support important causes in their local area. In some areas that could be food banks, in others it will be around other causes, reflecting the different nature of the 650+ communities nationwide where we operate. That is what we mean by “building society, nationwide”. If you think that your local branch should collect for the food bank then pop in and have a chat to the team there. Obviously they can’t support every local cause but would always be interested to hear from a local member about causes that matter to them.

Suggested by Covenette
Date: 01 May 2017


To add fingerprint login to the android side of the app, like on phones such as the nexus, 5x nexus 6p, the pixel phone and the new Samsung phones.​​

Response from Nationwide:
This will be delivered as part of NGBA Programme. We hope to make available next year.

Suggested by Tim (Burnham)
Date: 04 December 2016


I think that there should be a nationwide banking app for Microsoft Windows app store so nationwide bank members who have Microsoft windows products can use app.

Response from Nationwide:
We continue to monitor the market and if more and more customers were to move over to Microsoft windows phones we would look to do something, but for now there is no appetite for this. (there is a response on our site about this already as this has been raised before).

Suggested by Armani H
Date: 07 October 2016


I applaud your commitment to those with physical disabilities but I'd like to see more for those of us with mental health conditions. I was told today you weren't able to add a service note to my account and having to explain myself each time is quite embarrassing - especially in public. As a 1st step could this be done and then, despite your staff being very good generally, maybe have some wider training on mental health conditions and how they can manifest themselves to then help your staff adjust to the customers needs accordingly.

Response from Nationwide:
Thank you for your feedback. At Nationwide we want to deliver a person-centred approach to all our members and we recognise this is especially important when customer chooses to make a disclosure about their physical or mental health. Over the next few months we are delivering training to our customer-facing staff which will increase awareness and understanding around mental health conditions. We are also extending our specialist support service to help customers with mental health conditions who need additional help & support.

Suggested by chrismancs
Date: 18 July 2016


​I’ve just upgraded my current account to a Flex Plus, which I’m perfectly happy with. My only gripe is that my new debit card for this account is an almost identical colour to my Nationwide credit card. Normally this is fine, but there are times when I might mix the two cards up and accidentally pay with the wrong card. Have you run out of colours?

Response from Nationwide:
We’ve worked closely with our design team to make the two cards as distinguishable as possible. The new Select Credit Card is now lighter than the debit card, and we’ve received positive customer feedback on how the new design is an improvement. Unfortunately, we don't offer a card personalisation service but will take your feedback on-board for any future refreshes.

Suggested by RichMiles (Chippenham)
Date: 9 June 2016


​​Hi there, So it's recently come to my attention that I am unable to put my legal title (Mx) on my card. This is upsetting as I'm sure it is for others and the lack of my proper legal title on my card can lead to identity theft. I suggest you update your systems to allow this gender neutral title.

Response from Nationwide:
Thank you for your suggestion. We understand that this is important to our customers so we are looking at how we can correctly display titles.

Suggested by MxAlexMolyneux (Reading)
Date: 11 May 2016


Please make the Nationwide Credit Card statements more similar to those of current accounts as they are much easier to read, especially with the dividing colours.

Response from Nationwide:
We are in the process of refreshing all of our credit card statements to make them easier to read with dividing colours and sharper definition. This change will be launching shortly, so look out for your new statement when it arrives!

Suggested by abcharold
Date: 05 March 2016


What about a Loyalty Savings Account for those having over 50 years membership of the Society - or one of its constituent Societies? A suitably higher rate of interest would not cost the Nationwide dearly, for there can't be so very many of us !

Response from Nationwide:
Thank you for your suggestion. We are reviewing this.

Suggested by Old Hinckleyan (Cheltenham)
Date: 11 January 2016

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