As a mutual organisation owned by our members, we value what you think about the products and services we offer. We encourage our customers to share their thoughts and welcome suggestions. Every year we send out a Customer Survey inviting our members to have their say.
Here are some of your comments:
"I really like NCBS. I rarely have to ring, but if I do, you answer promptly, speak fluent English and understand what I want in a flash. This is very different from many other banks and building societies, where the queue is long and it is very frustrating."
"NCBS does not have the feeling of being a large organisation that treats you as a number. The personal relationship and understanding always seems to shine through."
"In my three plus years of dealing with NCBS, I have never felt less than a 'valued customer', there, I would simply say, just continue as you are."
"Your staff are all really friendly and seem to genuinely enjoy their jobs and want to be helpful."
"When contacting you by phone it was very good to have the phone answered by a person rather than an automated menu. Even better that the person answering the phone knew what he was talking about and dealt with my query straight away."
We are also very pleased to receive your unsolicited comments, some of which we reproduce below.
Savings and Mortgage Customers
Mr & Mrs G
"Thank you for 50 years of wonderful service. We regard you as 'our' building society."
"I was compelled to compliment your Customer Service Representative on his service. I have never dealt with such a pleasant, polite and professional young man and wanted to make sure that this was recognised at the highest level. Having locked myself out of my internet banking account, he took me through the steps to log back in. It was lovely not to be made to feel stupid or rushed off the phone."
“You have been very helpful and I would score NCBS five for everything.”
“Thanks for your prompt attention to our investment. It is always a pleasure to deal with such a well run Building Society.”
“Thank you for being very helpful when I rang and an excellent service from the Service Account Team.”
“Thank you so much for your professional/helpful service over the years! Will certainly re-invest when savings rates go up. Thanks.”
“I think very highly of National Counties. The way you deal with things and your personal approach to your customer base is excellent.”
"I have been a loyal customer for approximately twenty years. During this period I have always found the staff helpful and friendly, and shall continue investing with National Counties Building Society for the foreseeable future. Thank you for the excellent service."
"I telephoned today with a query and it was a delight to ring you. The lady who answered the telephone was cheery and put me through to another lady who dealt with my query with great efficiency. It was wonderful to speak to a human. Thank you so much. I am more than satisfied with your service."
"I like dealing with National Counties. Straightforward saving. No hassle."
"How wonderful to deal with people that are helpful and take the time to listen rather than just be fobbed off. Great service."
"It's so nice to have a voice to answer straight away instead of having to click umpteen numbers to get through."
"I must say you folks offer the sort of service you don't often get these days. My phone call was answered after one ring and my account pack was with me less than 24 hours later. Keep up the good work."
Mr P N, Solicitor
"I would like to thank you for the efficient manner in which this matter was dealt with by you, and your office. As a solicitor myself, I appreciate a job well done."
“My experience with NCBS has been deeply wonderful, I was put on to NCBS by my financial advisor as I had never heard of NCBS before and I have had only good experiences and everyone has been helpful and pleasant.”
“I would like to pass on my compliments for NCBS services and would like to thank everyone for the good service I have received and that the process has been made very easy.”
"Thank you for the time you have spent to progress our mortgage application. You guys should be proud of the service you offer. The process is clear, easily understood and rightly rigourous, but delivered in an understanding and friendly way. Thank you."
"The whole process from my first phone call to your Customer Service department and the hand-over to the Mortgage Team was faultless. Your phone call, punctuality and phone manner was excellent, indicating to me that I was dealing with an organisation that was extremely professional and cared about their customer."
"Thanks very much for being so helpful. Before I took out this mortgage I didn't even know you existed! The mortgage you have given me is fantastic - I am so grateful. You really have taken a weight off my mind. At 67 to be able to get a mortgage, I really appreciate it...nobody else wanted to know!"
"I think you are a lovely, lovely firm. When I get this polite and courteous help I like to thank people personally. Thank you very much, that's lifted a tremendous weight off my shoulders."
"I must say, we are really happy to be with you as a Building Society - we think you're absolutely wonderful! We are both 'ancient' but we managed to get a mortgage from you which was lovely, because when you're older, no one wants to know."