Norwich & Peterborough Building Society Reviews

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Norwich & Peterborough Building Society
★★☆☆☆
1.6
13.0% of users recommend this
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  • Customer Service

  • Telephone Banking

  • Internet Banking

  • Local Branch

  • Cash Point Facility

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Latest Reviews

“PPI Claim”

★★☆☆☆

written by Tanya118 on 01/09/2019

I have been trying to get any PPI the N&P owe me for months now. I sent in the forms, then sent 2 types of ID with my signature on it they asked for, did everything they asked. 8 weeks came and went and letters saying they need more time. I made phone call after phone call, al telling me different things. One chap told me I had a case worker looking into my claim, a week later I phoned again and was told by a woman my claim has not even been looked at. It has now been 4 months and I have now complained to the Financial ombudsman about them. Sadly I am not eh only one that thinks the N&P are hoping we will all just go away and forget about our claims.

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“they used to be good”

★☆☆☆☆

written by Lazydays123 on 13/03/2018

Closing the bank accounts was bad enough , BUT our mortgage is an offset type , so that is affected. They said i could change borrowers and that all reasonable costs would be covered, but no one could tell me what 'reasonable costs' would include. SO ended leaving it and its associated savings account with them , which obviously will take longer to pay off now. Nobody there seems to even slightly concerned at the position we have been left in through no fault of our own. All our other accounts have been closed.

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“Current Account Closures”

★☆☆☆☆

written by MisaelMcCormack on 03/08/2017

I have been with the N&P for 42 years. The announcement, earlier this year, they intend to close all current accounts by 31st August came out of the blue and presented us with severe difficulties, because we happen to live in the EU. Up until then the account had worked really well for us, being able to access our cash using ATM's was great. We have had all sorts of difficulties trying to open a new account whilst living abroad. After many months of stress we did mange to open a new account. However, there was considerable costs to us in doing so, journey to the UK to present ID documents, telephone calls, registered mail etc. Today, I find out that they have now scrapped the 31st August deadline, I found this out following a search on the Internet. Even though they (N&P) have a private messaging facility in their on-line banking program, not once have they used this to inform current account holders of the intended closure or even progress updates. I just think they have treated their loyal customers in a derisory and contemptible way. All of this has arisen following the merger of N&P and the Yorkshire Building Society. We have now closed all our accounts with them, perhaps that is the only way these people will understand how badly they treat their customers.

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“Absolutely shocking excuse of a bank”

★☆☆☆☆

written by Justine338 on 13/08/2016

I grew up in Norwich, so at the age of 11 my parents opened a bank account for me with them. Used it fine for the next 15 years, never called customer services. I moved to Leeds at 26, tried to change my address with them...they wouldn't take my word for it that I had moved and wanted proof, I also needed a new bank card as I had lost mine during the move... so I sent of THREE different forms of evidence, they subsequently got lost in the post, sent them again and N&P said they had not received them. I was then told that I could go to Yorkshire Bank, hand them my documents and they would be able to sort it out as there had recently been some kind of buy out and they were the same company now. This turned out to be completely inaccurate and false. Months had passed by this point, I would have just given up and got a different bank account but N&P were holding a couple hundred pounds of mine in a savings account that they wouldn't pass over till I had proven that I was who and where I said I was. In the end I had to spend sixty quid on a train to the closest actual branch and go in myself with the documents. While the hold was on my account N&P decided to charge me £5 a month for three months as I refused to have my wages paid into an account I could not access. I never received any form of apology and no removal of charges. I cancelled my bank account after withdrawing all my money. NEVER AGAIN.

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“in the dark ages”

★☆☆☆☆

written by dyFernandez306 on 14/07/2016

been with them since 1981, when they were just the Peterborough build society,on a visit to norwich [no branches outside east anglia] was sweet talked into opening a gold current account,when i fell out of work was penalised £5 a month for not haveing £500 going in,then the final straw was haveing all my transactions debited twice one weekend last month. did get a groveling letter for that,so thats hpw a customer of 35 years gets treated, had to grovel for my £5 fee back as a gesture of goodwill ,too little too late im off to a modern concern,,,

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“Poor IT system and Customer Service”

★☆☆☆☆

written by Jonathon1975 on 26/05/2016

After a month since opening an account, when I was trying to logon online, I seem to have mis typed my password. Without any warning my account got locked after 3 attempts. When I called the customer service they asked me for a telephone password to unlock my online account. I didn't know what it was and the customer service person didn't give any other alternate option to unlock it through the phone. She advised that I need to set a password for telephone banking through post first and then call them back to reset the online account. This seem to be lengthy and frustrating and something unheard of.

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“HORRIFIC”

★☆☆☆☆

written by e111 on 19/04/2016

If you are looking for their gold classic or gold start current account, don't bother. I waited over 4 days until they finally decided that I do not meet the criteria of either of the accounts, I have a fantastic credit score and always paid everything on time, I have a 1400 pounds overdraft facility on my other debit account that I never used, so what is it that I do not meet ???? help me to understand.

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“Can't pay money from one account to a new account”

★☆☆☆☆

written by RyleeHale on 16/01/2016

I have an account with N&P. I wanted to open another new (savings) account, filled in the snail mail form, but it was rejected as I had not sent money with the form. I had, however, said that money wiould come from my existing account. N&P seems unable to open a new account for me, sending money from my existing N&P account to that new account. Incredible! I am being asked to send a cheque drawn on another bank to N&P to open the account

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“Horrific ”

★☆☆☆☆

written by ------ on 29/09/2015

I called the N&P phoneline multiple times to talk to an advisor regarding N&P not cancelling my card whilst I'm abroad, for their fear of it have been stolen. Each time, I was transferred for five very unhelpful phone 'receptionists', who were unable to help me AT ALL. Each time, they told me they couldn't help me and I would have to speak to a financial advisor, which is fair and understandable, but then they told me I would have to hang up and call back again in order to do so. Each time that I did that, I would speak to another unhelpful receptionist. As a bank, who I have been with for four years or more, I think this customer service is disgraceful. Why you don't have a system that allows your 'receptionists' to transfer us to the line of a financial advisor is beyond me. Isn't the job of a receptionist to receive and assist callers and clients? They did anything but help.

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“Playing god, for no good reason.”

★☆☆☆☆

written by Marcos182 on 05/09/2015

This Building Society will not allow access to money in accounts, if you state that you are closing these accounts. THIS IS SURELY ILLEGAL

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“Worst Mistake signing on to these guys ”

★☆☆☆☆

written by xoMcIntyre304 on 11/11/2014

Opened an account online. Took ages for it to be set up, even longer for internet login details to arrive. Now they charging me £5 for not using the account. BE WARNED these guys are not customer friendly and do not have any sympathy to your personal circumstances.

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“Hello, Anyone In?”

★☆☆☆☆

written by hqSnow474 on 07/11/2014

I reinvest in my ISA on every due maturity date, and instruct N&P as to my preferred option for the coming investment period. On arrival at the counter, the staff seem unable to carry out this simple procedure: first retrieve an envelope with my paying in certificates stating my interest rate for the coming year. What happens next? Er. My account is dormant and must be reactivated. A call is put in to head office to ensure that I have not opened an ISA elsewhere. Who is going to bother with multiple ISAs at 1.5%? A senior staff member is called to tell me what is and is not allowed. Sign here, here and here. I was surprised they didn't ask for my identity. They certainly want it when updating my 'interest'. I am not worth it. Masses of paper produced by this society. Interest rates not readily available. Thank goodness I only have to go in once a year or so.

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“Brand new customers only”

★☆☆☆☆

written by gimlette on 13/06/2014

"We believe in rewarding our existing customers" they claim on their website under the mortgage section. Lies. Had my mortgage with them for more than a decade but they seem to think that rewarding existing customers means charging them £6500 more over the term of a fixed rate deal than they do to brand new customers. They were not in the least bit interested in losing me as a customer as a result of this discrimination.

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“Luddite Building Society”

★☆☆☆☆

written by Max1234567891011 on 22/05/2014

For those of you considering opening a Gold Classic Account in order to save a little bit of money whilst using your card overseas, I would strongly recommend NOT doing so. This building society is operating in the dark ages: the internet banking is flawed and sluggish, the password system is feckless and old-fashioned and the amount of paperwork this bank sends out is frankly, offensive. Take my advice, pay the minimal charge from your regular bank and be safe in the knowledge that you can access your money via smartphone, change a password on the internet or over the phone, have a second card, have a replacement card delivered overseas and operate in the 21st century. This building society is useless.

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“Wrong Account Number”

★☆☆☆☆

written by on 12/11/2013

My 16 year old daughter opened a savings account with N&P as its our local building society, so that she could have her wages paid in from her first job, the only problem being that N&P show a zero as the leading figure of the account number on all correspondence with her which makes the account number 1 digit too long. Just delete the Zero said N&P when I rang up to ask where my daughters wages had ended up. How many people would know to do that! They are a 2 bit, useless, uninterested, amateur, inefficient waste of space - its easy to see why they were rescued by the Yorkshire, but difficult to see why the Yorkshire hasn't begin to change the indifferent attitudes that exist. How on earth can the N&P issue bank statements etc with an incorrect account number printed on it and then blame the customer - Appalling!!!!!

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“Useless Internet Banking - Avoid Avoid Avoid”

★☆☆☆☆

written by on 02/10/2013

I fell foul of attempting to use Goole Chrome browser for N&P internet banking, it wouldn't recognise my password so I was locked out of my account. I was informed they were having problems with Chrome and could I use a different browser. SO I use Firefox instead. I now rarely use N&P for internet banking because it takes several days to show any transfers in or out of the account which is useless to me. Today I found I couldn't make a payment to Royal Mail with my N&P debit card because Verified by Visa (only for N&P) doesn't work in Chrome either. I give up. Useless for anything other than the free card usage abroad. That is the only reason for using their current accounts.

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“Won't send a new debit card whilst abroad”

★☆☆☆☆

written by AmritBhupal on 28/09/2013

I first opened an account with them in 2011 having heard about the 'free cash-withdrawals abroad.' I was living abroad at the time but was returning home for a week or so which enabled me to open the account. I had to travel all the way to Lincoln (the closest branch to Nottingham) to open the account. Here I made it aware to them that I lived abroad and was only asked at the time 'do you have an address in the UK?' A week later, before my card and pin had arrived, I returned abroad and had the card and pin forwarded from my UK address by my parents. Pretty normal behaviour you may think, well not with the N&P. I received my card in the post only to find that it wasn't working at any ATM or shop. I did the obvious thing of calling the branch where I opened the account, told them of my difficulty abroad and they duly sent me a replacement. This card worked fine for the next two years, after which it stopped working (probably due to wear and tear). Still abroad at the time, I called the N&P call centre and told them of my difficulty and if they could send me a new card. The operator replied quite abruptly 'we're unable to send you a new card whilst abroad'. Finding myself stuck abroad with no money and no access to my money was one of the worst experiences I've ever had, however I ended this conversation politely. I figured there's no appropriate reason for this policy, and it hadn't been a problem for them in the past. I then called the call centre again a few days later, spoke to a different operator without telling him of my current location and asked for a replacement card, which he duly obliged. Problem solved you may think, again not with the N&P; a few minutes later I received a call on withheld and it was the same chap, only this time much more abrupt. The conversation ended with 'you're phone has a specific ringing tone when abroad, this is all in the bank policy and I've cancelled your replacement card.' Not the nicest experience when you're abroad, alone, without any money. Having made subsequent complaints to the N&P they still haven't explained why I received the card in 2011, and why I wasn't told about this policy at the time of opening the account despite my branch knowing full well of my situation. Furthermore they haven't given valid reasoning for the policy, providing me with patronising explanations such as 'were protecting ourselves from fraud' or 'it's too greater risk.' I have subsequently joined Metrobank London who don't have any problems sending a card to your UK address whilst your abroad.

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“N & P MORTGAGE APPLICATION”

★☆☆☆☆

written by NotaNandPcustomer on 05/08/2013

This building society is absolutely useless. I was drawn in by the 1.99% fixed mortgage offer. I applied and over the phone was told I seemed eligible for a £170k mortgage. Happy days. I was called back a few days later where the full application was completed. At this point I was advised I could not afford the mortgage and was only able to afford a 100k mortgage. I was surprised as my current lender is very happy as I am over-paying at the moment to the tune of 2.5k a month, 1k more than I need to find to service the mortgage with the N&P. I forwarded tax returns to prove additional income and two years of mortgage statements to prove I was overpaying. The answer came back............NO. Without going into too much detail we have a six figure income, savings and assets in excess of 200k, 60% equity in our home and still do not fit the lending criteria. I am unsure what type of borrower the N&P are looking for but it clearly isn't people who understand money or people who save and invest. My advice to potential customers....move on, nothing to see here.

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“N&P - draconian, I'll stay with my old bank!”

★☆☆☆☆

written by on 22/07/2013

I really mean no stars at all for N&P. I opened a Gold account with N&P with the intention of transferring my main current account there. I was attracted by reasonable interest rates for regular savings and also free cash withdrawals abroad. I opened three accounts in all, the current account and two savings accounts. The account numbers are similar, and I made the mistake of transferring money from my old account to one of the deposit accounts instead of the current account. I corrected it as soon as I realised, within 48 hours, but was informed that it would count as my one-and-only permitted withdrawal for the year. And when a standing order from my new current account failed because of inadequate funds, I received a letter informing me that I would be charged £15. All of this happened during the setting up of the accounts, there was plenty of money in the other accounts, but it took several communications with N&P expressing my dissatisfaction before they agreed to waive the charge on this occasion only. I have decided not to move my main account now. I'm sure that there would be other hiccups along the way, and I can obviously expect no help from N&P. I shall just set up a standing order for the £500 per month to keep the account free of charge and keep some in for cash withdrawals abroad.

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“Great Card, Great Customer Service”

★★★★★

written by Sahar321 on 13/07/2013

I spent six months in Italy, so after doing all the research, I decided the best way to keep my money while there was with N&P and with the equivalent debit card. I didn't plan enough time ahead, and ended up dealing with it two weeks before my flight, over the Christmas period. From the first phone call, I talked to the same ( UK based ) customer service representative, who was very helpful. Unlike almost any other bank I've been with, she always called back punctually when she said she would, explained every step of the process, and kept me updated throughout. From first phone call to card and PIN number arriving took two weeks, which is very quick. As I was abroad, I used only internet banking, and their internet banking was very convenient and easy to use, again unlike many other banks I could name. I was planning on closing the account when I returned from Italy, but their service was good enough that I'll be keeping my account with them.

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