Frequently asked questions

What is Nationwide 'Random Acts of Kindness'?

Nationwide 'Random Acts of Kindness' is a gift portal that allows you to sprinkle a little bit of love on our lovely Nationwide customers.

From congratulations to condolences, there are some heart-warming gestures which really embrace the meaning of 'Random Acts of Kindness'.

A bunch of flowers expressing our best wishes on an engagement, or a similar gesture offering support on the loss of a loved one - these are just two of a whole host of touching examples of empathy and goodwill that you can send to your customers.

Your team will have a £250 monthly budget.

What happens after I request a gift for a customer?

Once you've submitted a gift request, it will be pending until your Team Coach approves the request. Then it will be fulfilled by TLC who fulfil gift requests twice weekly; on Tuesdays and Fridays. So, for example;

• All requests submitted between the start of business Friday and close of business Monday will be fulfilled each Tuesday. (Fulfilment can take up to 3 working days).
• If you are a Team Coach and have requested a gift, your request will be automatically approved and fulfilled by TLC.

I'm not sure if I submitted my request correctly. How can I be sure you have received my request?

Don’t worry, simply click on 'My gift requests' and you’ll see a summary of all the requests that you have submitted.

How do I know if my gift request has been successful?

If you click on 'My gift requests' you will see the summary of the requests you have submitted. Next to each request there will be a 'Status'. If the status is 'approved' then your Team Coach has approved your request and it will be fulfilled by TLC. If the status of your gift request is 'pending' then your Team Coach hasn't yet approved it. If the request has been denied then you will see that the status will be 'Denied'.

How will my Team Coach know I have made a gift request?

Your Team Coach will be able to see your gift requests, and those made by the rest of your team, on the website. Your Team Coach will also receive a summary email at the end of each working day with all team gift requests that have been submitted that day.

How long does it take for the chosen gift to be dispatched to the customer?

All customers should receive their gift within a week of the request being made. We dispatch both e-voucher and postal vouchers, but can deliver e-vouchers much more quickly than postal vouchers. Always supply an email address whenever possible for a customer, as it means they will receive their voucher much more swiftly.

When will my customer receive their gift?

We will dispatch the gift within 3 working days of receiving your request. The gifts are posted out 2nd class delivery, meaning your customer should receive their gift 2-3 days after dispatch.

If you request one of the Best of British food boxes your order will be processed on a Friday and delivered within 5 working days of that Friday. This is due to the food being fresh and locally sourced.

If I would like the gift sent to my customer urgently, what should I do?

Please click the 'IS URGENT' box. You can then select the date you require the gift to arrive. It will take a minimum of 3 working days, therefore you will not be able to select a date before then. Unfortunately we are unable to process/deliver the Best of British food boxes any sooner than the above timings, due to the food being fresh and locally sourced.

The customer has not received their reward. What shall I do?

If you are still within 7 days of the gift request being submitted: please advise the customer that they are still within the timings for the request to be fulfilled.

Sometimes, e-vouchers will fall into junk folders, so be sure to remind the customer to check their junk mail if they are expecting to receive their reward voucher by email.

If the customer has waited for more than 8 days, you or the customer can telephone TLC Customer Services on 0330 1244261 (Mon – Fri 09:30 – 17:30, exc. Bank Holidays). They will check on the status of the request and re-send if necessary.

I would like more information on a particular gift. Where can I get this from?

If you have a specific question that our reward information tabs or these FAQs do not answer, please contact TLC Customer Services via email NBS-gifts@tlcrewards.com or by phone 0330 1244261 (Mon – Fri 09:30 – 17:30, exc. Bank Holidays) a member of the team will be happy to help.

I am trying to submit a gift request and there is nothing in the 'select a gift' drop down.

Please check your remaining allowance. If your allowance is less than £11 you will need to wait until the following month, when your allowance is re-set.

When do I get my new monthly allowance?

You will get your new monthly allowance on the 1st of each month.

Why can’t I see the full range of gifts?

It will be because you can only order the gifts that are available within your remaining allowance.

If I would like to increase my team's £250 monthly budget, what shall I do?

If you would like to increase your team's £250 monthly budget to make additional gift requests, please speak to your Team Coach who will need to contact TLC to request this.

If you are a Team Coach, you can email TLC at NBS-gifts@tlcrewards.com to request additional funds. TLC will then review your request and approve the increase in budget by emailing you back to confirm. Following confirmation from TLC, please allow 2 working days to see your budget increase and to make gift requests.