30 March 2016
Terry Kaye, Nationwide’s Divisional Director for Customer Experience, said: “Nationwide has a relationship with one in four households in Britain, yet despite our size and scale we only account for 1.91% of industry complaints. As a mutual we are owned by and run for the benefit of our members. Without shareholders to satisfy we are able to put our customers at the heart of what we do.
“In the last FCA reporting period (H2 2015), Nationwide saw a 7.86% decrease in complaint figures compared to an industry decrease of 1.4%. In May 2015 the Society started its campaign for transparency and improved fairness in the credit card market. This activity appears to be resonating with our customers as credit card complaints are down 25.6% - the biggest decrease of any product area for the Society.
“Because we’re owned by our members, we believe in the personal touch. We lead the way on investing in new technology to make our customers’ lives easier. But we also recognise that technology can’t substitute for face-to-face time with another human being. Because of this approach, we have consistently been ranked first for customer service on the high street.
“These results show the value of offering competitive products backed up with a high-level of customer service.”