Horrendous Service

I have had a mortgage with Nationwide for over 10 years and saw that they were offering a great rate on persona loans. I applied online and received an email the next day saying that they required more information and would send me a letter with the details. Why they couldn't put that in the email defeats me! I waited a couple of days and got the letter. It said they needed proof of income and detailed the options I had. I duly printed the information from my account on HMRC's website and took it to my local branch. Two days later I received an email asking me to call them to progress the application. I was on hold for an hour(!) only to be told that the information I provided was not acceptable. Apparently, they only accept a specific form from HMRC, although this was not shown in the letter. It is now 9 days since I first applied. By contract, I applied the same day to MNA, bank that I have no dealings with - the money was in my account the next day. Was so annoyed that I told them to cancel the application. Great example how not to treat customers......