I don't like internet banking either and the telephone questions are murder, so if i want to know anything about my account I always go to the branch. I'm with HSBC and when I opened my account it was the MIdland bank.She might find that most security questions are similar to each other and wouldn't be any better off by changing banks.It might be a case of better the devil you know!!

Im with Nationwide and have been for 21 years, i know this as i had to open the account when my son was born for his child benefit. I would highly recommend them to anybody, you can open a normal current account with a visa debit card for £1.00, and their online banking is exceptionally easy, they have just upgraded it recently and i found it wonderful! I even emailed them and told them as i could not believe how easy and straight foreword it was.
My mum is now with Nationwide and loves them, she has been now for about 10 years, she was previously with Natwest and hated them for all the charges and rig moral, as she calls it, she is 74 nearly.
Im sorry your poor mum has had another bug to bear, so many things in life are not fair on the elderly are they? things should have changed for the better years ago, we do live in the 21st century!
Nationwide tend to ask you sensible security questions too like, where was you born, your maiden name, your dads first name ect, depending on your answers when you register with them, and you only get asked about 3, i have never been asked 8!

A friend of mine who had an elderly mum who recently died was really nasty to her when she went in to close the account. To my way of thinking, they want to get their acts together in the customer services department. Your poor mum, George, what a shame. I would transfer banks and let them know in no uncertain terms why she has done so!

I agree Lizzie, too many elderly people are not treated with respect by younger people and most banks and financial institutions think highly of the well off in society and tend to brush lower income and pensioners aside. Yes you should perhaps encourage your mum to change accounts George, give another one suitable a ring for her and find out how easy it is and what you have to do about transferring her accounts to them, i have never done this so i would love to hear how you go about it,apparently they just transfer everything over to your new account, direct debits and all, its always made me wonder how easy that really is ? (sorry George, not telling you what to do)

Thanks for all input. Serena I may just get in touch with Nationwide for mum. Thanks for that.

I have always had god srvice from NatWest.