Nationwide Building Society

I have experienced rude and unhelpful staff at this branch consistently across several visits. I avoid going into this branch, and try to do as much of my banking as I can online, as the customer experience is so stressful that it isn’t worth visiting in person. It is such a shame as the branch is in a very convenient location in the heart of Hornchurch Town Centre by the bus stops. The staff have very poor organisation within the branch. There is no orderly queuing system in place, so instead people queue jump, leaving some customers to wait ages before being served. When coming into the branch, staff members take it upon themselves to demand people stand in particular places, separating family members at the door, as the branch has a policy that refuses to allow more than 3 customers (even from the same household) inside the branch at anyone time. This is very unhelpful when your purpose of visiting is to authorise transactions between family members or to start a lifetime savings account for example. Is it possible if you can explain the reasoning behind your current procedure and why you wish to discriminate against families who are your customers? Once inside, when you are called over by the consultants (member representatives), they discuss all of your personal banking affairs very loudly in front of other customers. This does not build a good rapport with the customer and is quite disrespectful to the customer who wants to keep their personal information private between them and the staff member. Also, individual staff members seem incapable of handling customer enquiries without asking all of there other colleagues to be involved. This creates an environment where staff members are shouting across the branch to each other regarding customer information, which to me demonstrates a lack of training in being able to respond to enquiries from customers sufficiently. The opening times are now ridiculous, so anyone in the working population has very little opportunity to visit this branch, as they are now only open 10am to 3pm on a Monday to Friday. No early morning / Late afternoon or Saturday opening times makes it very difficult for people to visit the branch when they work full-time, unless they work in the Town Centre. Overall, I would not recommend this branch.

Staff always helpful and polite.

Totally personal & friendly