SINCE Nationwide's merger with Portman in September it has become one of the UK's leading mutual organisations with total assets exceeding £150 billion.

While this is a magnificent achievement for a British financial institution, complications along the way have resulted in many unhappy customers.

So much so that some are already considering moving to other banks and building societies.

But is Nationwide too big to care?

Now truly nationwide in terms of market share, its customer service seems to be gradually declining.

The Echo newsdesk has received phone calls complaining about Nationwide's failings since the merger.

Alan Dickie, who works at Sainsbury's at Castlepoint, has been a long-standing Portman member.

He said: "It wasn't a merger - it was a takeover! There are still queues in branches locally. My partner and I feel insulted by Nationwide because all mention of Portman has been removed even to the point where when we visited a local branch there was a sign referring to green passbooks' - no mention of Portman whatsoever.

"They've just erased history and that can't be right."

He added: "We're also disappointed because Nationwide doesn't work with Norwich Union - Portman did.

"Through Portman my partner invested in three bonds provided by Norwich Union. Nationwide couldn't help us with these at all.

"Now our nearest Norwich Union adviser is at the Chelsea Building Society in Bournemouth. My partner has actually decided to reinvest her money with Chelsea Building Society once the bonds mature."

So what is Nationwide doing to resolve these problems?

Media relations manager for Nationwide, Steve Cowdry said: "Some branches are still experiencing queues and we apologise for the inconvenience caused while members have had to wait to be served.

"We'd like to reassure our members that we're working hard to serve them as quickly as possible and to minimise any waiting time involved.

"We've drafted in additional members of staff in many branches to help manage the queues.

"These queues are a combination of teams getting used to new technology, the receipt of bonus cheques by some 1.2 million former Portman members and former Portman passbooks being replaced.

"Again, we would like to thank our members for their patience and for their continued support."

But the queues still persist. Mr Cowdry added: "Members don't need to queue up to pay money into their accounts.

"They can leave their cheque and passbook at the branch or, if more convenient post them in, and the branch will return them to the member in the post, as soon as possible.

"All cheque credits will be effective dated to the day the cheque was received in the branch, so members will not lose out on any interest."

Understandably, customers are not keen to heed this advice.

Many of us do not wish to post our passbooks. If a passbook was stolen, life savings could be at risk.

Not just that, but Royal Mail is unreliable and is currently suffering a second 48-hour strike.

Mr Cowdry added: "Passbook replacement is a simple process but, of course, it does add to the length of time needed to serve the member.

"Passbooks can be left at branches to be replaced and this will reduce both the waiting time and the resultant queues.

"Replacement passbooks can then be posted back to the member or left for collection."

With regards to investments Mr Cowdry said: "Nationwide is selling Nationwide Life and Nationwide Unit Trust Managers products and is entering into an agreement to distribute Legal & General products.

"Legal & General has an excellent track record in terms of product performance and pricing and is a close match to Nationwide's brand, culture and ambition.

"We selected Legal & General through a bidding process. Nationwide is one of the few large financial services providers still to manufacture the majority of life products it sells."

Concerns have been voiced that Portman House might ultimately be sold and operations moved to Nationwide's head office in Swindon.

However Mr Cowdry added: "There are no plans to sell Portman House. It has become the principal administration office for the management of specialist lending and intermediary lending operations and will continue to be a major centre of employment.

"Indeed, we are moving UCB Homeloans from Sutton to Bournemouth."