The National Trust Swindon reviews

★★★★★ 1/5

Trustpilot

Poor Service

We have been annual members with the national Trust for two years. I support the work they do and was happy to continue to do this. However I now feel so disapointed with their response during the pandemic.In March 2020 when the government started talking about socially distancing the National Trust offered free access to all members of the public to their homes and grounds. This made socially distancing impossible and put everyone at risk. Then when the national trust were forced to close they have refused to reimburse annual members or offer extensions to membership. I can't help wondering why my family and I have support them, when they have treated members in such an appalling manner. I did contact the National Trust however I have recieved no response at all.

Meena · 12 May 2020

★★★★★ 3/5

Trustpilot

Unable to cancel/refund new Annual Membership. Refund finally arranged.

**Updated**After persevering with my complaint about non refund, I am pleased to say was passed to the resolutions team, who initially offered to refund me £33. I declined this and have now been offered a full refund of my membership. I have been informed I will receive a cheque within 14 days.. I'm happy that this issue has eventually been resolved, but its a shame this stance was taken in the first place.******************************************************************I purchased an annual membership, paying in full for the year. This was the weekend before lockdown was announced. I contacted NT to ask for advice re: a refund due to me not being able to access what I have paid for for a number of months - (minimum 3, likely to be more). The response was 'we are offering all annual members a chance to take out a 25% discount on next years membership, but not offering any refunds for this year'. They then went on to talk about payment breaks being available for those who pay monthly - so again, penalised for paying up front.Whilst I understand the NT is a charity, may still be doing works on properties behind the scenes, they also need to understand that many people dot have money to burn.It is unfortunate that this is the situation, however NT should offer some common sense on allocation of refunds. A gesture of good will - for example extending current memberships for 3 months, in line with English Heritage would have been a decent offer. But they are not interested.Their communication is abysmal. Very disappointed.

Toni · 6 May 2020

★★★★★ 1/5

Trustpilot

National Trust in breach of UK Consumer Law regarding refunds

So the National Trust are clearly in breach of consumer law!!!!PLEASE GOOGLE 'Report a business behaving unfairly during the Coronavirus (COVID-19) outbreak' AND REPORT THEM TO THE GOVERNMENTS CMA COVID 19 TASKFORCE!They are clearly reading these reviews as they've flagged previous up for removal, so read this and take note NT! Get refunding or feel the full force of the CMA!Coronavirus: Watchdog threatens legal action on holiday refunds www dot bbc dot co dot uk/news/business-52483453Firms that fail to refund people for holidays and weddings cancelled because of the coronavirus outbreak could face legal action by the consumer watchdog.The Competition and Markets Authority (CMA) says it will take companies to court if they flout the law.It says four out of five complaints made to its Covid-19 Taskforce are about cancellations and refunds.Issues include holidaymakers being pressured to take vouchers instead of refunds for accommodation.Consumer law requires that a full refund is offered if a business has cancelled a contract without providing any of the promised goods or services.This includes if no service is provided because of restrictions during the current lockdown or if a consumer cancels because of the restrictions.The message from the CMA is that you cannot get away with flouting consumer law, even if you are struggling to deal with the impact of the virus.It takes a dim view of businesses which avoid paying refunds and, at the same time, apply for financial help from the government.The aim is to spark a rapid change in behaviour by making a big noise with these warnings, because clamping down can be a lengthy process.The body would have to force offenders to give an undertaking to address concerns, then take them to court if they broke the agreement.

MD · 30 April 2020

★★★★★ 3/5

Trustpilot

Why are NT struggling to do the right thing?

It appears that many are in the same boat. I purchased a gift membership. The recipient had 2.5 months use before NT closed their properties and carparks. I had assumed that membership would be extended by the same period as closure and am astounded that NT are dragging their feet on the issue. I have engaged in a long email exchange with them and they are still thinking about it. Apparently it is now with their resolution team! All this just to extend the membership. If they don't extend or refund then I suspect they will be facing many claims in the small claims court. They appear to be hoping to rely on the membership fee being a ' donation' but in fact it is a fee for a product with the payer having no discretion over the sum of the ' donation'. It is incredibly disappointing from an organisation I have only recently started to support again. For years NT dragged their feet on allowing fox hunting ( participants claiming they were drag hunting despite members seeing fox hunting) on their land but eventually started to do the 'right' thing and actively stamping down on it after large percentage of members expressed disgust. It took years though. It is odd that the NT board are so terribly out of touch and find it so difficult to do the right thing swiftly.Update. Strange coincidence but since I posted the above review an hour ago I have received a call from NT offering to extend the gift membership by 3 months but actually it turns out a new membership card is being issued until June 2021 so a 6 months extension. Appears they are dealing with requests on a case by case basis. Keep sending emails and don't give up. Appears you will get a resolution with some persistence.

Sarah · 30 April 2020

★★★★★ 1/5

Trustpilot

Membership Cancellation

The customer service from the National Trust is disgraceful.Having been a member for a number of years,I decided this year to cancel my membership which is automatically taken from my bank A/C.However trying to get help on the phone was impossible.Emails to the NT website proved fruitless as it came back that the website wasn’t recognised.Yet it was taken from their membership reminder letter.I thought ok It’s going to be a letter this was sent 3-4weeks ago.I have still had no acknowledgement of that letter.What else can I do?.For an organisation that the public have supported financially for many years.This is just not good enough,I will never go back to this money grabbing organisation.

Christine · 24 April 2020

★★★★★ 1/5

Trustpilot

Having been members for a number of…

Having been members for a number of years we have decided not to renew our membership. We certainly didn't get value for money this year and whilst accepting that it has been a difficult time for the NT I would have expected some sort of repayment to its members. Also I see that the NT is the latest institution to follow a left wing, woke agenda. This is outside their remit and is not something I can support.

Maria · 24 November 2020

★★★★★ 4/5

Trustpilot

National Trust Membership Update

Hi, I reviewed the National Trust several days ago stating like others had done so that I was unhappy that I had struggled to get a refund from them for my gifted membership. Following a certain amount of back and forth over both email correspondence and phone my son has today learnt that the National Trust have agreed that, that on this occasion, they will put the gift membership on a temporary hold. The instructions are that he is to contact them again when we would like our membership to re start and it will be reinstated for the remaining 10 months we have at which point new membership cards will be sent to myself and my wife. We are happy with this outcome and trust others struggling with this issue will also receive favorable outcomes. Thank you National Trust and hopefully we will be in a position to visit your properties again in 2021 or 2022 dependent on how the current circumstances change.

David · 23 April 2020

★★★★★ 1/5

Trustpilot

The shortsighted National Trust

Our experience is as others have described. We've been NT members for 27 years and booked several cottages in the past. The NT's response to this crisis will, I'm certain, be one they look back on with considerable regret. Their intransigence and lack of empathy have created much resentment, which will cost them dearly in future in terms of memberships which won't be renewed, and holidays which won't be booked. Their inability to grasp "the bigger picture" is incomprehensible. Some organisations/companies will emerge from this crisis with tremendously enhanced reputations (the supermarkets, I would suggest, breweries and gin distilleries who have turned their facilities to manufacture hand sanitiser, engineering companies developing ventilators...), whereas others will be seen to have, myopically, only looked to their own interests. You can't bite the hand that feeds you without consequences.

MR · 18 April 2020

★★★★★ 1/5

Trustpilot

Refund for Members

Reading the below comments I wonder if it’s worth following up my email request for a refund with a phone call. Our son his wife and 3 year old daughter treated us to a years membership for Christmas and we have been previous members of NT on two occasions. Most properties open between April and September so I very much doubt they will reopen this year. My wife and I are both self isolating in the high risk group so even if properties open later in the year we will be unable to visit. Just seen a post on the NT members Facebook group asking about refunds with several responses including mine on it only to find it has been immediately removed by NT. I don’t believe NT have any intention of doing the right thing! Shameful really and I won’t be holding my breath for response to my email and a full refund.

David · 17 April 2020

★★★★★ 1/5

Trustpilot

Terrible customer service

Terrible customer service. Had the gift of membership from my children for a special birthday. Never been a member and really pleased with the gift. Received it in February. Hadn’t had chance to use it by March due to work commitments. Opened free to the general public...why?? Too busy for actual members to get in!E mailed customer services to ask for extension. Request denied. Was offered link to 25% off next year for person who paid for the annual membership!!!Absolutely ridiculous customer service in the current situation.

Caroline · 17 April 2020

★★★★★ 1/5

Trustpilot

National "Do Not" Trust - holiday cottages refund policy

exactly the same situation as many others with regards to their refunds policy for holiday cottages. Having emailed to claim a refund, their reply said "they were sorry that I felt let down by the NT at this difficult time but having a holiday booking to look forward to when this is all over would come as a much needed break away". How bloody condescending! I will be pursuing my refund and will use the small claims court and BBC Watchdog if I have to.

Lesley · 17 April 2020

★★★★★ 1/5

Trustpilot

Hilary Mc 'Greedy', how do you sleep at night?

So, the NTs complaints procedure quotes an initial 10 days for a formal response. It has now been 10 days since submittal of my formal complaint and I have not even received any correspondence to confirm that my complaint is being looked into!This organisation is a total disgrace and I strongly advise against taking up membership or booking any future holidays with the National Trust. This organisation is no better than the fraudsters and scammers that are currently using the current situation to embezzle money out of the innocent fee paying public, who can little afford to be ripped off.

JH2STIX · 16 April 2020

★★★★★ 1/5

Trustpilot

New dog ownership

I was very disappointed (but restrained) when we found after driving down from North Yorkshire to Bodnant and reading that they were dog friendly (2 paws), we were unable to enter with our 2 very well behaved Pomeranian dogs because it was not a Fri/Sat or Sunday. Not clearly specified in the hand book. Disgusted.! I turned on heel and left;as new dog owners and over 30 years of membership.

Peg · 5 May 2022

★★★★★ 1/5

Trustpilot

National Trust holidays trying to squirm out of giving full refunds!

Absolutely disgraceful behaviour by National Trust Holidays! We had our booking in May cancelled by them or as they like to refer to it 'postponed' which is total rubbish.They claim that if we want a refund we will lose 75% of the total amount paid and that we should do what they say and postpone to another date!A quick Google of National Trust Scotland holidays is quite the contrast in that they are offering full refunds! So why is National Trust in England any different!Don't get fobbed off by them! Stand your ground, we all need our hard earner money in these extremely difficult times and the thought of just giving them the best of £500 for nothing doesn't sit well with me and it shouldn't with you either. How the hell can they justify trying to keep all your money when the place won't even be open, the staff won't be working - it cost them nothing hasn't it, they're just desperate to cling onto your money!Sorry National Trust, as a customer of yours who has been hit extremely hard finanically by this pandemic, my priority right now is to make sure the mortgage and utilites are paid for and there is food on the table! How many of us do you think are just kicking back on our sun loungers casually perusing alternative dates for our postponed holiday!!!!!!Insist on a full refund or don't hesitate to claim a chargeback on your credit card! I'm speechless such a big and well-respected organisation like this are conducting themselves in such a roguish and disgusting manner, you should be ashamed of yourselves!I'd urge you all to contact BBC Watchdog in the hope this gets some coverage! Just Google 'How can i contact BBC watchdog' and click on the link 'Send your story to Watchdog'

MD · 15 April 2020

★★★★★ 1/5

Trustpilot

It is outrageous that they are refusing…

It is outrageous that they are refusing to either refund or extend membership, as they have closed all parks. Not at the instruction of the government, who have said parks should remain open. I asked for a refund 2 weeks ago, and apart from one reply again asking for my details nothing. On their Facebook page, they are refusing to answer any questions, apart from saying they will not be giving any refunds. This is a clear breach of the October 2025 European consumer law, which is clear. If you pay for a service, and that service is not supplied, you are entitled to a full refund. Again outrageous.

Paul1277 · 12 April 2020

★★★★★ 4/5

Trustpilot

Tredegar House, Newport, S.Wales

This applies to Tredegar House, Newport rather than National Trust generally.We were surprised and impressed at how interesting it was looking around the house. It was made more interesting by the volunteers who were on hand in every room who provided a wealth of interesting information and could answer any question. It was better than any history lesson. The best heritage house experience we've had.

Alan · 1 December 2022

★★★★★ 1/5

Trustpilot

National Disgrace

An incredibly arrogant and misjudged approach to the current crisis: management should be ashamed of themselves. Closing a self-catering holiday cottage at 48 hours notice, days before the government announcement advising reduced travel was arguably over the top at that early stage of events, but then claiming that it was not a cancellation and that no refunds are available is inexcusable. The claim that the stay is "just being postponed" is farcical given that the facts that (a) no-one knows when occupation will be allowed to restart, (b) that the cottage is only available for a handful of opportunities over the next two years - usually in the coldest and wettest times of the year, and (c) that the prices rise by as much as 60%.

John · 11 April 2020

★★★★★ 1/5

Trustpilot

Same story as those below

Same story as those below. My husband and I are both doctors and have school age children. I can't imagine how we'll manage to get annual leave off both at the same time, outside of term-time, on a date when the cottage we were due to stay at will be free, within the next 14 months .... can't see how we'll possibly be able to re-book this. To be honest this is stress we can do without at the moment. Feel a bit hopeless about fighting this, after reading the numerous messages below. I'll be cancelling our membership and sticking with English Heritage for the forseeable future.

Dr-j · 11 April 2020

★★★★★ 1/5

Trustpilot

No holiday refund disgusting

We have just had our holiday cancelled, but like all other reviews have not been offered a refund. This is the common con at present by all holiday companies. We've been trust members for years and never expected them to behave in this low life maner. As far as I can tell they have no legal right to do this, and should offer all their customers a refund.Appaling behaviour from a well respected national organisation. This is this third company I've had refuse a refund, I'm taking legal action against the other two, NT will be the third if they don't pay up. As for membership they can get stuffed, they will get no more money from me.Finally an appeal to all members to exam their consciences, do they want to support such a vile, un sympathetic and money grabbing organisation. Please don't renew until they behave in an honourable manner.Vic Sinfield

Vic · 8 April 2020

★★★★★ 1/5

Trustpilot

Booked a three day break in Derbyshire…

Booked a three day break in Derbyshire for May for a group of friends. Understandably, It has been cancelled due to the present emergency. But I now find that the NT has only 'postponed' the booking and wants me to re-book some time in the future to avoid the return of the monies I have paid! This is all by way of email and I have been unable to contact them by 'phone, despite hanging on for almost an hour at times. They appear to have 'left the building to burn' rather than try to sort this mess. Disgusting.I have just finished an email to Hilary McGrady the Director-General of the National Trust asking for her views on the action taken and to try and get some action. On the subject of membership, I asked her if she would be extending the term to reflect the current shutdown. Let's hope the person paid out of the charitable funds in our trust does something to earn their generous salary. (It was £191,000 when she took over in 2016).It will be interesting to see if I get a (quick) response! BBC Watchdog surely would like to take up the case?Perhaps others would like to email her to put their views across? It can be found quite easily by typing 'Hilary Mcgrady email address' into Google and selecting the first hit, 'ceoemail.com'That site also gives full contact details for her in her office, but I think email is by far the most effective way to reach out to her.

JD · 8 April 2020

★★★★★ 1/5

Trustpilot

Shame on you NationalTrust

Just had our late June holiday cancelled and directed to claim on insurance! All other organisations are offering full refund or rebooking for a suitable alternative at no extra cost.Having been a member for over 30 years and in past 10 years plus regularly taken two holidays a year with National Trust Cottages absolutely disgusted by this behaviour.No thought of what people might be going through at this time.Regardless of T&C, common decency and basic contract law says if you aren’t providing what you offered the minimum recourse is a full refund.As a charitable organisation you rely on the good will of the public, previously you have always had mine but you have just blown that out of the water.Shame on you ...

Rob · 6 April 2020

★★★★★ 1/5

Trustpilot

"GRAND THEFT"

"GRAND THEFT"Like many other concerned Members, I have been trying to contact the NT regarding my Joint membership as loyal and long term retired members of this Organisation. On the 24th March, I was asked to "bear with us" as details would be published by Thursday or Friday regarding greater clarity going forward. The NT has since closed its contact centre and the Director General, Hilary McGrady appears to have retreated without trace into her Bunker!....this totally dismissive, lack-lustre and dishonest response by the is totally unacceptable and a National disgrace.

John · 4 April 2020

★★★★★ 1/5

Trustpilot

Have some empathy for the employees at…

Have some empathy for the employees at NT because none of them are happy there. It's a terrible place to work. I'd go home crying every night and wake up full of dread about what hell I'd be walking back into. Nasty management, all best mates together, and when I resigned the things I tried to highlight just got thrown in the bin.

Nikki · 7 February 2023

★★★★★ 1/5

Trustpilot

Disgraceful way to treat their members

We were given a years membership as a gift starting in March 2020. We have been unable to use it at all due to the present serious circumstances. National Trust say they cannot extend our membership as this was treated as an ‘charitable donation’. Our family bought us this in good faith. Unbelievably NT offer a discount of 25% off NEXT years membership assuming we will renew.!!!!!! As many other organisations are offering membership freezing and extending it is appalling that NT are not but are expecting continued support next year. Shame on NT not at all charitable at this very distressing time.

Helen · 3 April 2020