My spouse and I were customers of this building society for over 10 years. Our experience was very positive while Waqas and Rubina were managing the branch — the atmosphere was welcoming, staff appeared happy, and customer service was consistently good.
Unfortunately, since their departure there has been a noticeable decline. The atmosphere became tense, and on several occasions we personally witnessed the new manager, Jennifer, speaking down to and shouting at staff in front of customers. We also experienced and observed her behaving in an abrupt and dismissive manner towards customers, which made visits uncomfortable.
There appeared to be a high turnover of staff during this time, which may help explain the change in atmosphere and service quality.
Because of this, we now visit the Ilford branch, where the experience has been very pleasant. The staff there are polite, professional, and create a much more positive environment for both customers and employees.
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Nationwide is the world's largest building society with around 15 million members. It's one of the largest savings providers, a top-three provider of mortgages in the UK & a major provider of current accounts, credit cards, ISAs & personal loans.
