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NationWide Building Society review: Rude staff and blocking of a payment

Catherine Arnold of GB

Dec 15, 2025 7:29 am EST

Verified customer

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I accompanied my elderly mother to her NW branch in Ipswich where she was transferring some money to my account. The server was steely cold, unsmiling, unhelpful and not accomodating to my mother who has difficulty hearing. She grilled her regarding why she was transferring the money and read out scripts regarding fraud and generally made us feel like I was somehow coercing some money out of her. We have since found out that the money has not been transferred as fraud got involved. This has caused her lots of stress as we now have to find a time to go to the branch again. I can't speak to anyone as there is no branch telephone number and there are no options for me to choose which represent my query ie a non account holder. Can i speak to a human being to try and resolve this please?

Desired outcome: to make the transfer my mother originally made - maybe via a phonecall to her as its very difficult for her to get to the branch again.

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0800 30 20 15

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+44 1793 65 67 89

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