Nat West Says No!

I was using the cash machine at National Westminster Bank, Hatfield, Herts, as the helpful folk at Lloyds, where I’d just paid in some cheques, were showing an older person how to use theirs, it was the pensioners first time.

My card got stuck in the Nat West machine, so I went in, and the staff said it had broken down several times already and they’d see if they could get it. I went back outside, as I was worried of it being spat out and stolen. I was delighted when the bank staff retrieved it from inside. Imagine my surprise when I went in to get it they refused to give it to me, even though they had it. I was left holding the baby, well my toddler.

I was scandalised by their petty mindedness. The card was quite obviously mine. However desk staff have little flexibility so I went back to Lloyds and managed to get a senior staff member, Steve Mallision, to come round with me to Nat West and ask their manager. Each time there was a long wait, not made any easier by having my two year old in tow. Anyhow the assistant finally went to request the card from the Nat West manager, who never appeared from behind closed doors, but just sent a message of, “No”.

Lloyds kindly took me back, gave me as much cash as they could, and ordered me a new card. Sadly I can’t expect it before Christmas. It’s the only card I have. I can’t write a cheque. I’d been tracking a special gift for my wife, which now I’ve finally located it I can’t buy it as I have no credit card. I have to visit distant family as well as making a Christmas meal locally for my family of six and friends; I probably won’t have enough money (despite getting a bonus paid in to my account this week!)

I went back to Nat West after finishing at Lloyds, as I did want to speak to the manager, Diane Rollinson, and tell her how appalled I was at her inflexible behaviour. She was now apparently now, at 3pm, at lunch. I went and did some of the Christmas errands I’d taken the day off to do and returned an hour later. Rollinson again refused to come out and instead sent some boy, who parrot fashion said they had their policy - it wasn’t even against the rules it seems.

The Nat West cash point is still open and no doubt crashing with regularity. ATM users beware.

All was needed was a little common sense and humanity from Diane Rollinson. Of course we need rules, but the carer getting an emergency prescription should get away with a moments parking on a double yellow line, the train driver who sees the mother and baby or pensioner making for his train should not be disciplined for pausing for them. I’m astounded that in this day and age, in this supposedly enlightened country, that such a, “I’m just following orders” attitude can persist, and is alive and well at Nat West.

Surely there’s enough unfairness and misery in this world that Nat West can’t see their way out to not wantonly ruining a families Christmas?

19th December 2006

Update: 20th December
The pictures added here are after our protest today, carried out with a smile, two year old Xavier thought it was great fun! The placards say, "Nat West No Thanks" and, "Warning Faulty Cash Machine".

We also went in and handed presented a letter of complaint to the boy on the enquiry desk. We didn't bother trying to see Diane Rollinson, as I was certain she was hiding behind a door again.

We then went to the supermarket and Xavier refused to let go of his placard and carried it all the way round! What dedication for such a little chap. I hope he'll grow to stand his ground and take no nonsense like this!

"Customer Service" Update: 21st December
In the afternoon received an email from Natwest in response to an emailed complaint. They included a PDF of their Customer Service leaflet. It is an appalling document, just goes to show what contempt they have of customers. It is surely lip, not customer service. Let me explain. It starts with the last page, then there's a blank page. It's really difficult to print as it is a non standard paper size - doh! We all have A4 printers. Tints are used so even the blank pages need to be printed, in fact the tint means they are sponges for ink! The blank page uses nearly a whole colour ink cartridge on my printer. I've asked them for £5 to cover my printing cost. I don't think I'll get it.

It's also interesting to note that checking the PDF for Accessibility (Document, Accessibility Quick Check) you'll find it is not accessible, in breach of the DDA.

Indeed the Nat West website is not DDA (Level 1 W3C Web Content Accessibility Guidelines) compliant. They should really fix that before they go off pretending they have a customer policy that means anything.

Anyhow this is my version of the Nat West complaints brochure...

Have you had bad Nat West customer service too? Then please do share it and I'll possibly add it here as well.

Want to complain too? Want to support me and tell Nat West what bad folk they are? You can email them here: customer.relations@natwest.com , thanks.

Final note: If you wonder why I've included links to Nat West's website, it's to help me get a high ranking on Google. I've set them to open in new browsers so this page will remain. I'm hoping this will soon be very visible. I'm hoping it'll put Diane Rollinson on the Google map as well, so searching on her will show this shaming page.