You asked, we acted

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At Nationwide we’re constantly listening to your views and ideas, shaping products and services to meet your needs.  Explore over twenty examples by swiping or clicking below.

  • You asked

    "You can see your personal loan details on the online bank, but please can you display these details on your mobile app now?"​

  • We acted

    ​(October 2014) We've now introduced this feature. You can now see your personal loan details on our mobile app making it easier to keep track of your finances when you're on the go.

  • You asked

    ​Please can you increase the size of the font on newly designed current account paper statements?

  • We acted

    We listened to your feedback on the design of your new statements and in July 2014 we evolved the design further. We’ve increased the size of the transaction box, making the font bigger and bolder. This should help to make the information clearer and easier to read.

  • You asked

    "Please can you display personal loan account information on the online bank ?"

  • We acted

    ​Great news. We’ve introduced this from January 2014. It will now be easier for you to manage your loan online. We hope you enjoy using this new service.

  • You asked

    (at TalkBack events and Online Member Suggestions) “Please consider raising the amount Members can withdraw from ATM machines to £500”​

  • We acted

    The change that you requested is now in place from December 2013. Members can now withdraw up to £500 a day from ATMs increased from the previous limit of £300. This provides members with more access to their money. This applies whether you have a FlexAccount, FlexDirect or FlexPlus. ​

  • You asked

    "A feature please to show the 'remaining Cash ISA allowance' when viewing Cash ISA accounts on the Nationwide Online Bank."

  • We acted

    We've introduced this facility from December 2013. If you're an existing Online Bank user just login to see it. If you've yet to register for Online Banking please click here.

  • You asked

    (at TalkBack events and online) "Different current accounts with different features please. For example, ones that can offer interest and fee-free cash withdrawals from machines when we're abroad"

  • We acted

    In 2013 we expanded our range of current accounts to offer much more choice with more features that can meet different needs.

  • You asked

    "Can we please see the latest interest rate each time we go online to view savings in accounts like e-Saving Plus and Online ISA?"

  • We acted

    We've listened again and from August 2012 we've been showing this at a glance rates information on your account pages. So you'll instantly know how hard your money's working.

  • You asked

    "Please introduce a Mobile Banking app"

  • We acted

    There's now an app for the current most popular mobile phones. If you are a Nationwide Internet Bank customer click here to find out more and how to download it.

  • You asked

    "What can you do to help people find better value and income from their pension savings?"

  • We acted

    By introducing a new easy facility that does the 'shopping around' for you and is designed to find a higher paying annuity or 'income for life' once you're approaching retirement. In March 2012 we launched The Nationwide Annuity Service, available online and in branches.

  • You asked

    (via 'Your Nationwide') "A system please that texts a warning to my phone if my FlexAccount balance is getting low or when I receive a large payment."

  • We acted

    You can now set a low balance text alert or set a high balance one to let you know that a large credit like a salary payment is in your account. Find out how to do it here. If you're not an Internet Bank user, call 08457 30 20 10 or drop into your local branch.

  • You asked

    Please show a strong and ongoing commitment to supporting charities and communities."

  • We acted

    Nationwide is now committed to giving at least 1% of each year's pre-tax profits to charity, community and environmental activities. We asked you, our members, to endorse this in a vote at the 2007 AGM and 97% of voters showed their support.

  • You asked

    "Please can the seven day notice period be removed from the Flexclusive Saver account, so that we can have instant access to your money as and when we need to?"

  • We acted

    The notice period has gone so you now have instant access to this account and it has become even more convenient to use.

  • You asked

    "Please make it possible for a payment from a Nationwide FlexAccount to reach my Nationwide credit card account on the same day."

  • We acted

    That's now a reality. A payment from a FlexAccount to a Nationwide credit card account will happen on the same day. Many other payments have been speeded up too.

  • You asked

    (at the London, Newcastle and Bournemouth TalkBacks and online): "Could Nationwide work to reward loyalty with better interest rates and products?"

  • We acted

    Since November 2010 we've launched six loyalty savings accounts for existing customers which aligns to Promise 2 of our Savings Promises.

  • You asked

    "We believe Nationwide can save paper and reduce costs by not including a return envelope with the credit-card bills of customers who always pay by direct debit."

  • We acted

    We no longer include envelopes for these customers.

  • You asked

    (at the Sheffield TalkBack in October 2009): "Why not make it easier for customers to supply, or update, email addresses and mobile phone numbers so that Nationwide may contact them more quickly if necessary?"

  • We acted

    We introduced, on the annual AGM voting form, a new facility called 'Keeping In Touch'. So, in June each year, millions of people receiving the AGM pack can tell us about any updates in their contact details by returning the information in the same pre-paid envelope that they use to return their vote.

  • You asked

    (at the Southampton TalkBack in February 2011 and online): "Will you consider offering different incentives for card holders?"

  • We acted

    Flexclusive offers for our current account customers are designed to reward and provide outstanding value to our customers who use this as their main current account for their everyday banking. To learn more visit our Flexclusives information page.

  • You asked

    "Please consider extending the free travel insurance offered to people who make FlexAccount their main current account so that it includes more older people."

  • We acted

    We've increased the age range for the free European travel insurance to 75 from 65 for customers who use FlexAccount as their main current account. New customers can also qualify if they are 73 or under at the time they move their current account to Nationwide. (Please check for full qualifying terms).

  • You asked

    (at our London TalkBack, February 2010): "In the name of fairness, the interest rates on tax-free ISA bonds should not be lower than the interest rates on regular savings bonds."

  • We acted

    We agreed and immediately acted to ensure that Nationwide's Fixed Rate ISA Bonds paid at least the same interest as on our Fixed Rate Bonds. This policy is even more strongly reflected now that we've made it one of our seven 'Savings Promises'.

  • You asked

    (at the Bath TalkBack in December 2010): "More help please for First Time Buyers looking to buy their very first home but who may be put off by the need for a higher initial deposit on a mortgage."

  • We acted

    By introducing our Save to Buy account. First Time Buyers saving for a home can save for six months and will then be considered for a Nationwide mortgage that requires only a 5% deposit (see our product pages for full terms and conditions).

  • You asked

    (at the Reading TalkBack in February 2011): "Is it possible to have better interest rates on children's accounts that will help and encourage them and their relatives to save for the future?"

  • We acted

    By introducing new accounts including the 90 Day Smart Saver account, Smart Bond and a Smart Junior ISA. Our Smart range now offer parents, grandparents and children a savings range that gives them the choice and flexibility to choose the accounts for their needs.

  • You asked

    "Could you make improvements to the internet bank to make managing your money online easier and to give customers more benefits when using it?"

  • We acted

    We launched our new internet bank in the autumn of 2011 with a modern design and exciting extra features. Thousands of customers have already told us they like it and you can see some of their comments in the Talking Points section here on Your Nationwide.

  • You asked

    (at Swansea and Liverpool TalkBack events) "A new savings account please to reward extra interest to long term Nationwide customers."

  • We acted

    By launching 'Loyalty Saver' in October 2012 - an instant access account with a tiered interest rate to reward the length of your membership with us.

  • You asked

    (at Leeds TalkBack event) "Please cater for homeowners who wish to borrow extra money to install solar panels or to make 'green' improvements"

  • We acted

    Since February 2013, if you are one of our existing mortgage customers looking to make some energy efficient improvement to your home, we have a selection of Green Additional Borrowing products.


    Keep your ideas coming...

    There are many more ways in which your feedback has shaped initiatives and improved Nationwide. Here are just a few:

    • We've introduced more shelf space in branches, to help you organise documents before you reach the counter.

    • We've introduced a system that warns card customers more quickly if they're suspected of being a victim of fraud – and lets them confirm to us if their account is safe.

    • We've re-ordered the selection menus on our automated telephone greeting, so you can get to the right department more quickly.

    • If you've posted a message when logged on to the Internet Bank, we now send you an email alert when a reply is ready so you can log in to see it.

    We contact a selection of our customers every working day, hold regular TalkBack events and maintain the Customer Service Suggestion Scheme, always listening to your comments so we can feed them back into our service.

    To see how our customers rate our performance take a look at our Customer Service Tracker graphs.

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Member TalkBacks

TalkBack events bring members and Directors together. Put your questions to those who run the Society on your behalf.

Read more about TalkBacks