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Nationwide Building Society Agency Closure - Roger Miller (18th Sep 2010 - 11:46:00) I refer to the announcement by Nationwide Building Society that they will be closing all of their agencies on 31st December 2010. This includes the very busy Liphook Agency. I have written to their Customer Experience Team Nationwide House Pipers Way Swindon SN38 1NW requesting that the Liphook Agency is not closed as the nearest Nationwide Branch is at Petersfield. For those paying in cheques,using pass books, etc this is a major inconvenience. The Liphook Agency's friendly staff serve several hundred local customers very efficiently. Readers of this post may wish to consider also writing to Nationwide to register their concern .

Re: Nationwide Building Society Agency Closure - Dawn Hoskins (18th Sep 2010 - 22:17:58) I am very upset about this. Whenever I have been to Petersfield - the queue has been terrible and the service nowhere near as the lovely ladies in Liphook. This is really a backwards step for the Nationwide, especially when we only have a 'part-time' Natwest and Lloyds to choose from.

Re: Nationwide Building Society Agency Closure - dee (19th Sep 2010 - 15:14:31) my letter is also on it's way. Angela and her team are great . we get excellent service from them and l for one will be taking my money elsewhere if they close this branch.

Re: Nationwide Building Society Agency Closure - anne hall (19th Sep 2010 - 16:43:34) I too have written to the Nationwide Head Office regarding the closure of our very friendly branch at Liphook. I pointed out that there are a lot of people in Liphook who have no transport to get to other Branches and do not have the internet to deal with their financial affairs. I appreciate that progress has to take place but sometimes it can have an adverse affect rather than a satisfactory one. I appreciate we have to move with the times but unfortunately this could be a move to far for the residents of Liphook and such a sad time for the Staff who work and serve the public with such cheerfulness.

Re: Nationwide Building Society Agency Closure - Bill Ratcliffe (19th Sep 2010 - 18:25:21) The customer service at Liphook Nationwide is outstanding, all of the staff are polite, friendly and knowledgeable. They take time to explain any difficulties while offering an efficient service. They also know about what is going on, and can chat about things of interest concerning the village. How different it is at Peteresfield where the staff take no personal interest in their customers and the queues on a Saturday morning are horrendous. Nationwide pride themselves on being the largest building society, who unlike the banks, listen to their customers. Let us hope the listen to the deluge of letters that I am sure will find their way to the Nationwide customer servicers department.

Re: Nationwide Building Society Agency Closure - marian (20th Sep 2010 - 11:20:18) This is actually from Glenys! To say I am incensed about this proposed closure is to put it mildly!! There is an assumption made by Nationwide that all of their customers have a car and a computer. As one of the slightly grey brigade I have neither and in the future I am faced with either having to cycle to Midhurst or catch a train to Petersfield in order to sort out my finances. As an example I have been into Nationwide three times in the past two weeks and like everyone else have always found them to be brilliant. Let's give all of our efforts to keeping ths branch open.

Re: Nationwide Building Society Agency Closure - anne hall (21st Sep 2010 - 09:31:24) Regarding the closure of Nationwide Building Society Have now placed petitions around some of the local shops for anyone who would like to sign them.It may help and show that we do really care as to what is happening in the village and that we as customers are upset that such a helpful and friendly business is closing.

Re: Nationwide Building Society Agency Closure - John Lush (21st Sep 2010 - 13:14:39) Completely agree with all of the sentiments expressed above, it is a step too far and highlights everything that is wrong with banking in the UK today. Lets hope the petition really takes off and lets land a blow for the 'small village people' above big business.

Re: Nationwide Building Society Agency Closure - Mary W (21st Sep 2010 - 17:02:32) Where are the petitions? Has anyone seen one that I can sign? If they do close it, I am going to transfer my account to the Post office. I read this on www.creditchoices.co.uk: The best way to save on your holiday spends is to switch to better credit and debit cards – ones that apply less fees and charges on foreign spending. The difference between using your NatWest or Nationwide credit cards abroad compared with a Post Office one could be substantial if you use your card a lot.

Re: Nationwide Building Society Agency Closure - Karen (21st Sep 2010 - 21:34:57) We have a petition at the Peak Centre so everyone please call in to sign it.

Re: Nationwide Building Society Agency Closure - anne hall (21st Sep 2010 - 21:50:27) The Petitions have been left at Gables,Finleys,Liphook Cycles,26,Coffee Shop,Hairdressers,Village Surgery,Lloyds Chemist,Parish Office,Peak Centre,Millenium Hall,A3 Sports.Station Road area still to do so hope you can sign one near you.Thank you to those that have taken the time to sign already.

Re: Nationwide Building Society Agency Closure - Mary W (21st Sep 2010 - 22:59:16) I bet Liphook Hardware would take one - a nice central friendly place

Re: Nationwide Building Society Agency Closure - Nick Hancock (22nd Sep 2010 - 21:25:52) The latest Herald reports a Nationwide spokesman saying that 95% of their customers do not use agencies. That's a meaningless statistic - most customers are served by full branches so never have cause to visit an agency. http://www.connectotel.com/marcus/ceoemail.html gives the Chief Executive's e-mail address as gjbeale2@nationwide.co.uk . I have just gone straight to the top and written to him by e-mail. Apparently after the Nationwide's decision to start charging for overseas cash withdrawals he was so inundated with e-mails that he had to close his account (it has since been reopened), so clearly e-mails do reach him. What are you all waiting for?

Re: Nationwide Building Society Agency Closure - Paul Robinson (23rd Sep 2010 - 06:42:19) I understand that as a gesture of support for the campaign to keep the Liphook branch open and catering to the needs of Nationwide investors there is to be a rally held outside their premises in The Square on Saturday 25th September in the morning. I am sure that the sentiments expressed on this site about the announced closure will ensure that there is a good turn out. Paul Robinson

Re: Nationwide Building Society Agency Closure - Rhys G (23rd Sep 2010 - 10:05:58) I totally agree with Nick - the 95% statistic quoted in the press release is completely meaningless. The CEO’s email address (gjbeale2@nationwide.co.uk) is correct as it’s also given on the Nationwide complaints page. I imagine he won’t be reading them himself, rather they will be placed in what will hopefully be an ever increasing pile on this matter! As I’ve said in my email to the CEO, this one decision will undo over 15 years of good service from the Liphook Branch.

Re: Nationwide Building Society Agency Closure - Paul Robinson (23rd Sep 2010 - 10:56:37) I sent the following e-mail to the Nationwide CEO and they have already replied with a standard 'we will look into this and get back to you further' reply. Good morning, I should like, if I may, to draw your attention to some very unwelcome publicity that your company is subject to following the announcement of the intended closure of the agency that the Nationwide operates in Liphook in Hampshire. Check out the link to Liphook.co.uk below It is clear that not enough consideration has been given to your investors living in the village as many have indicated that if the closure goes ahead then they will have no alternative but to close their accounts and transact their business elsewhere. As you can see by some of the postings on this thread, the alternative of a forty mile round trip by public transport is not an option for many of your customers. I am sure that if you take the time to examine the profitability of this agency you will find that the business is more than viable. If you choose to ignore these figures and the storm of protest that the Nationwide is subject to then you deserve to loose business. Paul Robinson

Re: Nationwide Building Society Agency Closure - annehall (23rd Sep 2010 - 12:37:16) For all customers concerned with the fact that Nationwide is to close I understand there is going to be a rally outside of Nationwide on Saturday 25th September at 10a.m. The press are going to be there so please all customers who can get there come. The more support there is will show that Liphook customers are really supporting their local branch and are definately not happy with the situtation !!

Re: Nationwide Building Society Agency Closure - Andrew lucas (24th Sep 2010 - 08:16:37) Liphook Nationwide is a fantasic example of how banking should and used to be like. It's efficient, professional but more importantly it's friendly and people are actually made to feel valued. In this ever growing "faceless society" in which we all live in it would be such a poor judgement of peoples needs if Nationwide didn't keep it's Liphook branch open!

Re: Nationwide Building Society Agency Closure - Joy Lush (24th Sep 2010 - 12:30:06) What next is closing in Liphook, I ask myself? There are more and more houses being built and less and less facilities to accomodate this. I have lived here all my life (61 years) but I am seriously thinking of moving away. Where has our lovely little village gone? I have always received excellent service at Nationwide here - the staff being polite and friendly and I very much doubt whether this same level of personal service will be forthcoming at either Petersfield or Midhurst. This closure is very inconvenient for both myself and my husband, as neither of us drive and public transport in Liphook is conspicuous by the lack of buses - yet another major problem in Liphook. Joy Lush

Re: Nationwide Building Society Agency Closure - David Reynolds (24th Sep 2010 - 15:57:41) Together with my Father originally trading as Border Insurance Advisory Bureau and then post take over under the auspices of the Ashcombe Border Group, we set up the original agency in 1974. With the loyal, friendly and service orientated staff (many of whom I appointed) we aimed to recreate what today may be considered an old fashioned approach of providing what the customer wants - user friendly opening hours, adequate staff numbers, access to professionals and a soft approach to cross selling as opposed to the clearing Bank 'hard' cross sell. Much of the credit for the Agency's success (being one of the leading agencies in the UK of which there are circa 130) is down to Angela Wilson and the girls on the front line. 31st.December will be a sad day for me and the agency staff if Nationwide go ahead with closure, and invariably will have an adverse impact on Liphook's community - commercial enterprises and private individuals alike. I have written (both hard copy and e mail) to Graham Beale the NW CEO, with my own thoughts, suggesting that perhaps it may not be too late (especially if sufficient customers raise protests) to at least retain the top 15-20 agencies which must be the most profitable. My concerns are apparently being investigated. One of the expansion ideas I wished to pursue in the mid 1990's was to duplicate the agency concept in other towns such as Haslemere, Godalming etc. My fellow Directors at the time out voted me. What did I know? I would ask all agency customers to register their protest - the greater the voice the more chance we have of a reprieve. I for one have no wish to move my account to Lloyds TSB, HSBC, Nat West, Barclays or perish the thought The Post Office. David Reynolds

Re: Nationwide Building Society Agency Closure - Roger Miller (24th Sep 2010 - 19:57:57) Since I originally raised my concerns on this web site I have been following the subsequent posts with interest. I now detail below a copy of my original letter to the Nationwide Building Society for your information:- Customer Experience Team Nationwide Building Society Pipers Way Swindon SN38 1NW 18th September 2010 Dear Sirs It was with great concern that we read your letter dated September 2010 announcing that the Nationwide Agency Network will be closing. As a consequence of your decision you have given advance notice to all of the many customers using the Liphook Agency that they will be greatly inconvenienced by your decision as the nearest Nationwide Branch is 12 miles away in Petersfield. To use your specific services, including using pass books, paying in cheques, etc will necessitate a round trip of 24 miles by road or a train journey. The Liphook Agency is always very busy with friendly staff and serves several hundred customers very well. You state in your letter that the agency services are “no longer economically sustainable for Nationwide”. We have always understood that Building Societies are in business for their members who ‘own’ the Society. If the agencies close then the Society’s Members will be affected financially. This carte blanch action is contrary to the ethos of Building Societies and we formally request that the changes are cancelled where it is evident that particular offices have a large customer base and are run efficiently, as is the case for the Liphook agency We look forward to your positive response Yours faithfully Roger and Barbara Miller Copy Simon Blissett - Head of Agencies

Re: Nationwide Building Society Agency Closure - Paul Robinson (25th Sep 2010 - 08:37:52) A word to those pondering where to switch their Nationwide accounts, scrub The Halifax in the Forest Centre at Bordon. That branch closes next Friday! Paul Robinson

Re: Nationwide Building Society Agency Closure - Paul Robinson (25th Sep 2010 - 08:52:52) Anyone wondered why The Liphook Herald has not covered the proposed closure of the Nationwide agency? After all it is a well known fact that the local reporter bases many of her reports on subjects aired on this site, sometimes lifting whole paragraphs, typos and all! Paul Robinson

Re: Nationwide Building Society Agency Closure - dee (25th Sep 2010 - 10:57:15) It was nice to see the group of people who turned out for this mornings protest outside the Nationwide Agency, to all of those who couldn't attend and l know alot people are commited to childrens swimming /football activities on a Saturday morning please support by signing the petitions. l have spoken to several people who have not received letters so do talk to others about this .

Re: Nationwide Building Society Agency Closure - annehall (25th Sep 2010 - 11:25:42) Thank you to those who turned up this morning to Nationwide showing support in our efforts to keep Liphook Branch open. I understood from those who came that they are all very concerned and upset if the closure goes ahead. My latest reply from Simon Blissett's representative (he did not reply himself) is that my concerns are being investigated and a response should be issued by the 19th October and will contact me again shortly.There should be a write up in The Mail on Wednesday.

Re: Nationwide Building Society Agency Closure - Nick Hancock (25th Sep 2010 - 11:47:33) Paul, it was in the Herald this week. If we keep up the pressure I hope they will keep up the coverage. Sorry I missed the Saturday meeting - I hadn't logged in in time. I hope there was plenty of support.

Re: Nationwide Building Society Agency Closure - Rhys G (26th Sep 2010 - 21:34:43) I've got a generic letter through the post too. Mine has an expected reply date of 21st October but I guess it will be much the same as those who receive them earlier...

Re: Nationwide Building Society Agency Closure - Paul Robinson (27th Sep 2010 - 11:41:06) Au contraire Nick. After twice thumbing though last week's Liphook Herald, I found no mention of the proposed Nationwide closure. There was however a full piece in the Petersfield Post. There was a small mention in the Liphook Herald of Tories proposed action on proposed Lloyds TSB / Halifax closures in Farncombe, Chiddingfold and Haslemere. Cabinet MP Jeremy Hunt has been very vocal. Nothing from our new man Damian Hinds however . . . I have sent him this link asking for his comments. Paul Robinson

Re: Nationwide Building Society Agency Closure - Paul Robinson (27th Sep 2010 - 18:51:12) Dear Mr. Robinson, Thank you for your message to Damian Hinds. Mr. Hinds has already written to the Chief Executive of Nationwide asking if they will reconsider. He awaits a reply. Yours sincerely, Janice Dust From: Paul Robinson [mailto:probabc@btinternet.com] Sent: 27 September 2010 11:53 To: HINDS, Damian Subject: Proposed Closure of Nationwide Agency in Liphook Good morning Damian, You may be unaware of the impending closure of the Nationwide Building Society agency in the Square at Liphook. Please see the attached link to the village web site for more information. Along with similar closures proposed by LloydsTSB in the area I am sure you will agree that quite apart from the cavalier treatment of those more vulnerable investors who do not drive or possess a computer, these closures will inevitably impact on other retailers and the infrastructure for small employers and businesses in the town. I trust you will find time to add your weight to the campaign to keep this valuable community service open. Best wishes Paul Robinson

Re: Nationwide Building Society Agency Closure - Anon (i know the mp's) (27th Sep 2010 - 20:41:16) You will find Mr Hunt lives in Farncombe, and grew up in the area. Mr Hinds lives in Alton, and comes from Manchester.

Re: Nationwide Building Society Agency Closure - Sue (1st Oct 2010 - 13:35:22) Only picked up the news this morning - I have emailed the CEO expressing my concern. It would be a great shame and we will close our accounts in protest if the closure goes ahead.

Re: Nationwide Building Society Agency Closure - Rhys G (1st Oct 2010 - 15:01:37) Has anyone had a meaningful response from Nationwide yet?

Re: Nationwide Building Society Agency Closure - Roger Miller (1st Oct 2010 - 19:26:16) There has still not been a meaningful response to my letter of complaint sent on 18th September or subsequent emails

Re: Nationwide Building Society Agency Closure - Andrew Lucas (1st Oct 2010 - 21:03:23) I had a response but it was far from being meaningful.

Re: Nationwide Building Society Agency Closure - Fayb (2nd Oct 2010 - 12:16:20) I heard about this closure with a standard letter from Nationwide, I have send my email and will certainly sign any petition that I can find.

Re: Nationwide Building Society Agency Closure - anne hall (2nd Oct 2010 - 16:39:54) Petitions are still in the local shops i.e.A3 Sports,Gables Newsagents,Hairdressers,26Coffee Shop Finleys Liphook Cycles,Lloyds Chemist,Parish Office,Millellium Hall Liphook Care,Hardware Shop And Hairdressers at Station Road, have already collected 500 signatures so far which means there are a lot of people in the Liphook area who are angry at the closure. Will be collecting the Petitions in next week sometime so hope everyone will have signed by then and will be able to have a final total. Awaiting to hear from Mr. Hinds to see if he can help give support but no reply as yet.

Re: Nationwide Building Society Agency Closure - Keith Capelin (4th Oct 2010 - 14:43:34) My 11 year old duaghter saw the news in the newspaper and said she was going to write to Nationwide Customer Experience. Here is the text of her letter: Dear Sir or Madam, I am wriing to you about the closure of the Liphook Nationwide Branch. As a Nationwide customer and Liphook resident, I know how hard it can be for elderly or even young people to to travel around. The nearest branch is Petersfield and although it is not far out there are no buses or transport systems to get there. For younger children too it would be a shame as I remember well, for I started going there when I was one year old and made friends with the staff immediately, as they are all friendly and kind. I am now 11 and still love going to pay in my pocket money. We all in Liphook would be grateful if you could rethink your plan to close the branch. Yours faithfully Charlotte Liphook resident. I agree with her, so write in too. Charlotte's Dad

Re: Nationwide Building Society Agency Closure - Dave Woodward (6th Oct 2010 - 18:41:49) I picked this one up from the Daily Mail today and as a former resident of Liphook up to 1996; I was quite alarmed to see that Nationwide are closing an Agency which is a busy one. This could also send out the wrong message to other financial institutions locally, such as LLoyds Bank in the Square. The residents of St Just in Cornwall made the national news not long ago, when Lloyds pulled the plug there and I would think that St Just is about Liphook sized. Since I left Liphook, I've been involved in local politics as a councillor in a seaside town on the South Island and I know from my experience, that although petitions can seem like a good idea, the powers that be often take scant regard of them. Fact is that Nationwide have probably decided already, their minds are made up and they won't be deflected from their expressed intention. The agency in Liphook was always run by a financially orientated company - back in my time it was the Border Insurance Brokers. By coincidence; I also worked for Nationwide, (it was the Cooperative Permanent then) when I first left school back in the 1960's and in those days, the Building Society used to pay the company running the agency commission and do deals with the shop fitting etc. I don't expect the principle has changed much. If I was living in Liphook now, I would be bending the ears of the local parish council with a view to getting this matter on the agenda and suggesting that the parish council might have some constructive discussion with whoever owns the premises - (Finch Group depicted in the Daily Mail), to see if there is a way forward, but it obviously won't be with Nationwide. Is it possible that whoever the owners of this property are - I presume some sort of financial activity - might be amenable to approaching another Building Society with a view to running another agency? Or is there another business in Liphook - could be Estate Agent, Brokers etc., that might consider running a building society agency?, but again it won't be the Natiowide. Liphook is not in a poor part of the country, I imagine that another smaller Building Society, not represented in your area, could well regard an agency as a good business opportunity. You all know that Liphook is a sizeable community. Hope this helps to get some lateral thinking going and the best of luck! Cllr. Dave Woodward, Ryde Town Council. See www.dailymail.co.uk/money/...

Re: Nationwide Building Society Agency Closure - Stephen (7th Oct 2010 - 15:46:27) I know this will be unpopular but ... Nationwide is a business, not a charity. If its not cost-efficient, they will close it. There are alternatives, viz Lloyds, HSBC & the Post Office. I appreciate its inconvenient for lots of people but it takes 10 minutes to move an account. And if Saturday opening is a problem, well just plan ahead! Lots of things are going to really suck following the govt's spending review. Public services are going to be decimated. One lost building socity is going to be nothing. I admire the energy of the campaign but it really is fighting a lost cause, as previous poster has admitted. Save it for the horrors that are to come.

Re: Nationwide Building Society Agency Closure - Paul Robinson (7th Oct 2010 - 18:18:08) Tell me Stephen, will your attitude be the same to all the proposed cuts, and reductions that are sure to beset us in the coming weeks and months? I think you will find that the Liphook Nationwide agency is more than viable and would otherwise be maintained for that reason alone. But an arbitrary closure plan for all agency sites has been adopted and so it is deemed right for closure. You have said that there are alternatives but already HSBC have reduced their opening hours and the Post Office with their inevitable queues is simply not an option when conducting confidential financial arrangements. Lloyds TSB have already closed many of their sub branches in the area, how long will it be before the Liphook branch is considered ripe for closure? This week the Tories announced a threshold below which family allowances would not be paid. It is again clear that this has not been thought through and already they are on the back heel and fiddling around with tax breaks in order to appease those who have stood up to be counted and have argued the toss. God knows what further privations are planned which will affect the village. I for one will not be shrugging my shoulders and tutting. I want Liphook to be a thriving community and a place that people want to move to and grow up in without having to leave to conduct my business. Paul Robinson privations = The loss or absence of a quality normally present.

Re: Nationwide Building Society Agency Closure - Nick Hancock (7th Oct 2010 - 21:12:32) I've had my reply too now - pretty anodyne and telling me how convenient it is to buy stamps to post cheques to Petersfield instead of walking up the road to the Nationwide. (Perhaps I should at least let them pay the postage? In fact on reflection perhaps we should all start posting letters to Petersfield without stamps ... ? Best not put anything of great value in them though, or identify ourselves as account holders whose accounts can be debited with the postage! I'm sure we can think of some suitable anonymous content.) Stephen, you may be right that this is the way of the world - but the fact is that until recently the Nationwide were different, and this is one of the reasons we have our accounts with them. So far they have provided no evidence that the Liphook agency is actually unprofitable. The whole thing smacks of an indiscriminate decision to shut down all their agencies without bothering to check the merits of individual locations, and as a member I object to this appalling lack of business sense. So I don't intend to give up just yet and I have replied telling them so. Paul, by the way, it really was front page news in the Liphook Herald a couple of weeks ago. Nick

Re: Nationwide Building Society Agency Closure - Sue (8th Oct 2010 - 10:26:09) This is the reply I received by email - it sounds like the decision is not open to review and they are still giving the 5% across the board argument. Thank you for your letter e-mail of 1 October 2010 addressed to Graham Beale. In view of your comments I have been asked to reply on his behalf. We are sorry to learn you are disappointed with the recent decision to withdraw our agency network and wish to take this opportunity to explain the change in more detail. We have chosen to withdraw our agencies so that we can concentrate our efforts on giving customers easy and consistent access to our full range of services through our own branch network, telephone service and award winning internet banking facility. From the end of the year we will withdraw Nationwide services from third-parties who have acted as agents for Nationwide in the past. We have not taken the decision lightly, as we have established many strong and loyal relationships with agencies over the years. However, the decision follows a comprehensive review of the business where it was concluded that operating an agency network, used by less than 5% of our customers overall, is no longer economically sustainable. We understand that using the Liphook agency is convenient for you and we are pleased to hear you received such pleasant and knowledgeable service from the agency. We have established many strong and loyal relationships with agencies over the years and we have enormous respect for the professionalism demonstrated in the past by our agents. We are sincerely sorry that we are no longer able to provide this facility after the 31 December 2010. Throughout the change, we will provide lots of support to Nationwide customers who have used the agency network in the past. Should you have any concerns about how you can conduct your business with us following the withdrawal date, please visit your agency or your local branch who will be happy to provide you with details of other ways in which you can manage your account. Alternatively, you can call one of our contact centres on 08457 302010. Although we have made the decision to withdraw from our agency network, please be assured that we are entirely committed to mutuality and to the interests of our customers. Making this change helps to ensure that we have the strongest and most efficient retail network possible. As a result, this will allow us to remain competitive in the market place and means that we can continue to provide the best possible service and products to you. We hope that despite your concerns, you will continue your relationship with Nationwide in the future. This is our initial response, and I hope what I have told you has helped resolve your concerns. If this is not the case, you can view Nationwide’s Internal Complaints Procedure and our commitment to you, by selecting the following link - A complaint. How can we put it right? However, I would welcome the opportunity to discuss any points you feel I may have missed or have not answered to your satisfaction. I can be contacted at the following address. Yours sincerely Name deleted Team Manager A template response I see, they even forgot to delete the either/or for letter or email ! They only added one paragraph referring to Liphook. Similar letters will be being sent to everyone complaining throughout the UK. 5% is actually a lot of customers, their marketing department would love to be able to get an additional 5% customer base, shame they are actually going to loose most of them.

Re: Nationwide Building Society Agency Closure - jennie (8th Oct 2010 - 11:40:07) Has anyone actually suggested to Nationwide that they turn our agency into a full branch as the amount of customers they have and there is always someone in there in front of me i think liphook could now warrant it and as to sending cheques in the post to petersfield that is a ridiculous suggestion you would have to send it recorded delivery for piece of mind !!

Re: Nationwide Building Society Agency Closure - annehall (8th Oct 2010 - 14:35:37) With reply to some of the above letters. In the beginning I suggested to Head Office that perhaps a full branch office could be opened even if not where it is now, there are some empty properties in the area that would be better used than standing empty and still give the Liphook people facilities they require and also save going out of the village for business. Yes the letter is a standard one I received mine earlier in the week and it is the same content as others who are sufferring in other parts of the Country having been contacted by some of them when they saw the Mail Report this week because of closures they to are annoyed that they have to travel miles to bank. So much for the carbon footprint!! I understand from some of the elderly residents in Liphook [that they] have already received telephone calls from Nationwide Head Office asking them to change to internet banking etc it still seems that it is falling on deaf ears that not everyone wants to deal with their business on the Internet or over the telephone.

Re: Nationwide Building Society Agency Closure - Diana (9th Oct 2010 - 11:43:48) I also received the standard reply letter. Does any one know how many people the 5% is that Nationwide don't mind if they upset or lose? As was previously stated the building society exists for its members obviously Nationwide have lost sight of this. We will also close our accounts and I know of many friends who are planning to do the same if we cannot rescue our branch. Are the council yet involved ?

Re: Nationwide Building Society Agency Closure - Bob (9th Oct 2010 - 20:09:13) I found some data on the following web site - www.bsa.org.uk/docs/... (PDF file) which appears to show that the 5% figure represents about 750,000 members. And here's another interesting statistic: "Sales distribution channels for mortgages: Branches: 26% Telephone & Internet: 7% Intermediaries: 67%

Re: Nationwide Building Society Agency Closure - Nick Hancock (15th Oct 2010 - 20:18:55) I think this fairly summarises what is happening to our letters: Dear Mr Beale Some weeks ago I wrote to you asking about the justification for your proposal to close the Liphook agency at the end of the year. I received a reply from a Mr Antrobus in your complaints team, to which I sent the attached reply. I have now received another letter from a Ms Kimberley Clarke telling me that, in accordance with FSA guidelines, I can expect a reply by 21st November. Your proposals are due to take effect on 31st December. By the time I have heard from Ms Clarke they will be as good as a fait accompli. I believe that I am being deliberately pushed from one office to another until it is too late. For years you have told the public that the Nationwide is different because it is a membership organisation. This is not how I expect you to treat your members. Please bear in mind that my e-mail was not about some failed transaction which can be made good by the payment of compensation at some date in the future. It is about your apparent mismanagement of plans which will affect hundreds of your customers as well as your staff and which will be irreversible in a matter of weeks. I look forward to receiving your assurance that it will be given proper attention in good time. Yours sincerely Nicholas Hancock I wasn't too sure that "Kimberley Clarke" was for real but I thought I had better let that ride.

Re: Nationwide Building Society Agency Closure - annehall (16th Oct 2010 - 17:32:29) Today I have received another reply to my many letters I have written to Nationwide this time from another member of Staff and it says: we are sorry you are disappointed with the withdrawal of the Agency network but the decision was made only after careful consideration and not taken lightly that this is still their initial response and hope what they have told me has helped resolve my concerns and if this is not the case they would welcome the opportunity to discuss any points they have missed. They are missing the point that here in Liphook we still require the Agency and having had 1000+ people who have signed our petition proves that there is still a need for them to be here in Liphook and that people do not want to travel, use postage stamps to send to Petersfield or use internet banking.

Re: Nationwide Building Society Agency Closure - Paul Robinson (17th Oct 2010 - 10:35:17) Herewith my latest e-mail to Nationwide CEO G J Beale Good morning Mr Beale, As you can see below, I wrote to you on 23rd September 2010 about the impending closure of the Nationwide Agency in Liphook, Hants. I was told at the time that I would hear further from you. It is now 17th October and I have heard nothing further from you despite the fact that I gave all my contact details. If it is your intention to send me the same standard, unedited, template response that you have sent to your other investors in the village, then don't waste your time. Instead, spend a little time calculating the impact of the loss of 5% of your business, which is the percentage that you have calculated that the Nationwide Agency network contributes to your overall turnover, because your decision to close the Liphook Agency has left your investors with no option but to close their accounts and transfer their business elsewhere. This e-mail along with your reply, if it ever comes, will be added to the growing correspondence on the village website (www.liphook.co.uk) Paul Robinson

Re: Nationwide Building Society Agency Closure - Rhys G (17th Oct 2010 - 22:31:31) What a surprise. I have received the same standard letter. It’s actually quite insulting that their complaints procedure is merely a mail merge exercise. I have once again emailed Mr Beale and the ‘Senior Complaint Handler’ who replied on his behalf. If I still have an account with Nationwide at the end of this saga I certainly won’t be voting for the same board at the AGM.

Re: Nationwide Building Society Agency Closure - annehall (19th Oct 2010 - 17:57:02) To all customers of Nationwide and who signed the Petition there is to be another rally on Friday 20th October at 10a.m. outside of Nationwide. The photographers will be attending from the paper so please any of you who can make it please come.Many thanks !!

Re: Nationwide Building Society Agency Closure - Dee McGrath (21st Oct 2010 - 13:38:14) Hi Anne Do you mean Friday 22nd October at 10. I will be there. Dee

Re: Nationwide Building Society Agency Closure - annehall (21st Oct 2010 - 14:00:44) Friday 22nd at 10a.m. for next meeting at Nationwide Liphook.anne

Re: Nationwide Building Society Agency Closure - Bob (21st Oct 2010 - 17:16:54) Anne, You may like to know that there will be a photographer from the Petersfield Post outside the Anchor Garage at 10.30am on Friday for another reason (Carnival-related) so you could could drag him round the corner to take a few shots. It all helps with the campaign. Bob

Re: Nationwide Building Society Agency Closure - annehall (21st Oct 2010 - 21:38:06) Many thanks indeed Bob I did hear that the Petersfield Post Phoographer is coming to Liphook and asked if they could also come to Nationwide at 10a.m.to take a photo.

Re: Nationwide Building Society Agency Closure - annehall (22nd Oct 2010 - 13:59:34) Many thanks everyone for turning up at the Nationwide this morning. Nice to see people giving support to our local Agency. Today I have received a letter from the House of Commons stating that Damian Hinds along with our local Councillor Sam James are in touch with the Board of Nationwide about the closure and that because a bank or building society branch is a very important facility they are hoping to persuade them to reconsider especially in the case of Liphook, but ultimately the decision lies with Nationwide!!!! Thanks again, Anne Hall

Re: Nationwide Building Society Agency Closure - Nick Hancock (29th Oct 2010 - 17:00:35) I've now had my "final" response from the Nationwide. They apologise for the standard form responses (they couldn't really excuse those, could they?) and go on to say that the economics of the agency network was considered before the decision was taken. They say that this information is commercially sensitive, which is perhaps fair enough, but there is still no indication that the viability of the individual agencies such as Liphook was assessed at all. They conclude by inviting me to take the matter up with the Financial Ombudsman. I can't believe that he/she has jurisdiction over a matter like this - but it was the Nationwide which suggested it and for the price of a stamp and some ink it has to be worthwhile.

Re: Nationwide Building Society Agency Closure - Rhys G (31st Oct 2010 - 12:54:45) I have also had my ‘final response.’ I wonder if these were all standardised as well? It seems to turn into a bit of a sales pitch half way through. Still not happy but what are the options?! Full letter: Thank you for your correspondence dated 16 October 2010. We were sorry to read the comments you made following our response to your concerns. You are quite right to expect a high standard of service from the Society and I genuinely regret this matter has not been handled with that in mind. Whilst some standard phrases are inevitable in our replies to customers, given the high levels of correspondence received, we do strive to deal with complaints on their individual merits. I can only apologise for our failure to achieve this with your concerns. We appreciate that the withdrawal of our agency network will have an affect on the distance some of our customers will have to travel to visit their nearest branch, we are aware this will cause some customers concern and for this we are sincerely sorry. You have stated in your letter that you are concerned with how our elderly customer[s] will conduct their business with us. We appreciate that most of our agency users may be elderly but when making decisions of this nature it is never our intention to discriminate against any of our customers. This is a commercial decision based on the economic sustainability of the agency network as a whole. We have been working hard to develop our other access channels to ensure customers can continue to do their business with us, regardless of their age or location. We believe doing this will provide diverse and improved access levels for our entire customer base. In reference to your comments about the agency , we are unable to comment on individual agencies, however we can comment on our branch network. We are sorry to hear that you feel you have received poor service from our branch network [my reference to Petersfield], please be assured that Nationwide are committed to providing a high level of service to all our customers and when you next visit a branch, the staff will be happy to assist you, answer any queries and process and requests that you may have. Unfortunately, in regards to your enquiry about opening a branch in Liphook, we have no plans to open new branches where agencies used to exist. You may also be interest to learn that we recently introduced a series of initiatives to reduce queuing in our branches by encouraging customers to use alternative banking methods for simple transactions. This has already resulted in a big reduction in the number of simple transactions we see at Nationwide counters, which in turn will have a positive impact on counter availability – even at busy times. In your letter you enquired about how to pay cheques into your account, you can send cheques by post to our Midhurst branch, as long as these are made payable to you. When doing this, you must clearly state on the back of the cheque your account number, but there is no need to you to add your address (please do not send cash in the post). You really are a valued customer [I doubt it] and we would like to help you in the transition period. If you have any queries concerning your accounts please call our contact centre staff on 08547 30 20 10 and they can give advice on how to use the alternative channels available. I really hope that what I have been able to tell you has helped. However if you have any remaining queries or concerns that we may have mussed or you feel have not been answered I would welcome the opportunity to talk these through with you so please do not hesitate to telephone me on the above number. We always aim to reach a satisfactory conclusion but if you feel there is nothing more you wish to add, I confirm this is the Society’s final response. If you are dissatisfied with the result of any investigation you have the right to refer your complaint to the Financial Ombudsman Service, which is based at South Quay Plaza, 183 Marsh Wall, London, E14 9SR, telephone number 0845 080 1800. I have also enclosed its leaflet, which you may find useful. You will notice if you decide to pursue this matter with the Ombudsman you should do so within six months of the date of this letter.

Re: Nationwide Building Society Agency Closure - Paul Robinson (31st Oct 2010 - 14:27:18) I hate to be the one to say this but, perhaps it is because I seem to be the only complainant who has not received the promised reply, standardised or otherwise, I really do think we are chasing a lost cause here and, however much we argue the case that Liphook's Nationwide agency is an exception to the rule, Nationwide have closed the door. The time has come for a change of tactics. I feel sure that there must be alternative building societies who would be prepared to match or even improve on the rates given by Nationwide and would like to take on the staff and the accounts of agrieved investors and provide the service which Nationwide are about to renege upon. Perhaps Messers Finch & Co would like to tell us if they have made enquiries of other possible partners. Paul Robinson

Re: Nationwide Building Society Agency Closure - annehall (31st Oct 2010 - 15:36:06) Have received a reply from the Fields Operations Manager of the Agency Network he was replying to my letter which I had written to the area Manager who I had invited to the rally on the 22nd October to talk personally to the customers here is the reply I write to confirm receipt of your letter which has been forwarded to me the Field Operations Manager. We appreciate how disappointed the people of Liphook will be, but we have no option other than to stand by our carefully considered decision to withdraw from all third party agencies. During these difficult times every penny spent on unprofitable activity stops us returning value to our members in the form of better rates and products. Regrettably, it is no longer economically sustainable for us to operate an agency network. Going forward we will continue to focus efforts on serving customers' financial services needs through our own branch network, on the phone or via award winning internet bank, card account customers can complete transactions at the ATMs across the country and current account customers can withdraw money from the Post Office. This will not be the answer you were hoping for however I hope this addresses concerns regarding the closure of the agency of Liphook. At least this letter was a different content from the others I have received over the last few weeks but of course it still means the same that we will lose our Liphook facilities no matter how we try. If Finchie could get another bank to take over it would be great or even move the Post Office there because the space is so limited at the Co-op for wheelchair people to approach the counter fighting way through the queue. If Finchie cannot find someone to use the facilities I guess in the end that will close and another empty premises for the village. Lets hope not!!

Re: Nationwide Building Society Agency Closure - Mark Wainwright (4th Nov 2010 - 13:02:43) It would appear that the management of the Nationwide gave no thought to where else customers might bank before deciding to close the Liphook agency. Why?????

Re: Nationwide Building Society Agency Closure - annehall (5th Nov 2010 - 08:06:32) Regarding the letters which Nationwide firstly sent to their customers my husband wrote and asked why he had not received a letter of notification about its closure their reply firstly we note that you did not receive a letter to notify you of the withdrawal of Liphook agency and with regard to this we only issued letters to our customers who had used an agency in the 6 months prior to the end of July 2010 as we believed that this course of action would enable us to inform regular users of these facilities about our decision. Having reviewed our records you did not fall into this category. Because my husband has been a customer of Nationwide and used the Agency in Liphook for the last 22 years and 18 years in Portsmouth before moving to Liphook he felt that they obviously did not check their details properly to arrive at this decision and hence has moved his money and accounts to another facility. I add that first class service has always been received from the staff at the Liphook Agency and they will be greatly missed when the door finally closes we thank them for their kindness and help over the last 22 years. anne and bob hall

Re: Nationwide Building Society Agency Closure - Sue w (5th Nov 2010 - 18:52:07) I received this week my current Invest direct account statement, which has not been used in a while - with a slip to close the account!! no covering letter to explain why such an instruction was enclosed - but it seems obvious that they do not want my custom any longer I may not have used it much over the past 12mths, but I have been a Nationwide member for over 30 years - thought it was the customer that decided if they wanted to keep an account - not theirs? wonder if they are thinking of floating this on the stock market, (like most of our other Building societies have in the past) trying to get rid of members that would require payments or shares?

Re: Nationwide Building Society Agency Closure - Finchie (8th Nov 2010 - 15:58:59) Anne - Unfortunately I have nothing to do with Finch Group in the square. Although I keep meaning to see if they do cheaper car insurance than I have at the moment !! Bad news about Nationwide tho' Cheers, Finchie

Re: Nationwide Building Society Agency Closure - Robert (16th Nov 2010 - 15:13:55) I've set up a blog at upsetwithnationwide.blogspot.com if anyone is interested in campaining on this.

Re: Nationwide Building Society Agency Closure - annehall (17th Nov 2010 - 15:20:59) Received the following from the Financial Ombudsman Services today From the information provided it would appear that we cannot deal with your complaint because it is solely about the firm's legitimate use of its commercial judgment. I am afraid that there are some limitations to our powers. One of these is that we do not have a general "policing" function with regard to banks. We do not have the power to recommend that a bank should improve its level of service or its administrative procedures. We cannot award punitive damages against the bank our only power is the award of monetary compensation in order to make good outstanding loss or substantial inconvenience to a complaint caused as a result of a breach of duty on the bank's part. The staff at Liphook Nationwide have received their notices and it will close on 31st December which is very sad for them and everyone who are loyal customers to the Agency. Finch Insurance are closing and staff also received their notice. Thanks to everyone who supported our campaign and signed the petition and thanks to the Staff of both Nationwide Liphook and Finch Insurance for their help and support over the previous years. Anne and Bob Hall

Re: Nationwide Building Society Agency Closure - E.Townsend (6th Dec 2010 - 17:26:39) I've had exactly the same replies as members of this forum had. Our Agency in Littlehampton is in the same predicament. I wrote to this Beale person and received the, what I now call the Stock reply. Our Agency is the same as all the rest, always busy and staffed by the most efficient and cheerful people you could wish to meet. How it is "not making a profit" I do not know. We have quite a lot of Senior Citizens living here, me included, who will have to travel to Goring to get the face to face service now. I cannot see the need for economies as there are (at the moment!) no shareholders to pay out and I'd like to know who did the survey on our branch to determine that it had to be shut. I think they'll lose a lot of business with this decision. Hoping, but not holding my breath,that they decide to keep our, like yours,agency open, E.Townsend.

Re: Nationwide Building Society Agency Closure - Angela Wilson (11th Dec 2010 - 09:28:15) Angela, Sue, Linda and Jill would like to thank all of our customers for their support and kind words during the past few difficult months. We feel very lucky to have been employed in jobs that we have all enjoyed with customers who have always been appreciative, many of them whom we've got to know very well over the years. Thanks once again, and if you would like to join us for mulled wine and mince pies on Thursday 23rd December from 10.30 onwards we would love to see you.

Re: Nationwide Building Society Agency Closure - Cyril (28th Mar 2011 - 12:50:10) As with all the agencies, my local one is closing. When I wrote to the Nationwide, they refused to reveal whether they had figures for the number of people using each agency. When I pointed out that my question needed only a yes or no answer, the silence was deafening. I have to assume, therefore, that the closures are purely a cost saving device that does not sit too well with their claim to be customer-focussed.

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