Latest FCA complaints data shows how Nationwide continues to put customer service first

Nationwide has welcomed the latest Financial Conduct Authority (FCA) customer complaints data.

31 March 2015

The data shows that the Society’s continued focus on customer service has resulted in a further drop in the number of complaints it received from customers, maintaining its industry-leading position in this area.

The FCA statistics, which are published every six months, provide valuable insight to consumers on the performance of the industry, helping them make informed decisions about their choice of financial services provider. All the major financial services firms provide their statistics to the regulator which compiles and reports on the data, showing a breakdown between different service and product areas. 

While the industry continues to show improvement, Nationwide remains sector-leading with another drop in the aggregated number of complaints received between 5th April and 4th October 2014. In total, there has been a drop of around 20% in the number of complaints opened with Nationwide. 

Alison Robb, Group Director at Nationwide Building Society, said: “Nationwide continues to be independently ranked number one for customer satisfaction amongst our high street peers* and effective handling of complaints data is a valuable part of this, although there’s no room for complacency.

“Ultimately, we’re a modern mutual run for the benefit of our members. That means we’re uncompromising on the level of service we provide and will continue to seek ways in which to improve this further. In this respect, the FCA report makes us more determined to do the right thing by our members.”

* The Financial Research Survey (FRS) is an independent survey run by GfK NOP and bought by almost all major financial services providers in the UK.

Nationwide is the world's largest building society as well as one of the largest savings providers and a top-three provider of mortgages in the UK. It is also a major provider of current accounts, credit cards, ISAs and personal loans. Nationwide has around 15 million customers.

Customers can manage their finances in a branch, via the mobile app, on the telephone, internet and post. The Society has around 18,000 employees. Nationwide's head office is in Swindon with administration centres based in Northampton, Bournemouth and Dunfermline. The Society also has a number of call centres across the UK.

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