Customer satisfaction is our number one priority and as with any type of complaint, if you feel you have been mis-sold any Payment Protection Insurance (PPI) you have taken out with us, we want to hear about it.
If you are unsure if you have a PPI policy with us, please complete the Enquiry form and we can check our records and let you know.
If you already know you have a PPI policy with us and want to make a complaint, we offer two ways that you can do this:
Complete the questionnaire and submit online
Open a PDF version of the questionnaire print, complete and return the form to us at the following address:
NW 199Nationwide Building SocietyKings Park RoadMoulton ParkNorthamptonNN3 6NW
If you are complaining about more than one product you will need to print off and complete a form for each type of cover - e.g. Personal Loan, Credit Card or Mortgage PPI.
All customer complaints follow our official complaints procedure.
If you are considering using a Claims Management Company (CMC) to pursue your complaint, we would advise against this. All complaints are treated the same way, whether received directly from our customers or through a CMC, and the CMC may charge you a fee.
PPI is an insurance policy designed to protect your loan, mortgage or credit card repayments in the event you are unable to work due to an accident, sickness or unemployment. A successful claim on the policy means your insurer will make a monthly payment to you (or your lender) until you are back on your feet or up to a maximum period agreed at the start of the insurance policy, usually 12 or 24 months.
Taking out a PPI policy can offer peace of mind to customers. Many people have claimed under such insurance policies and have been able to maintain lifestyles that might otherwise have been jeopardised because of unemployment, accident or sickness. Many customers choose not to have PPI so it is possible to have a mortgage, loan or credit card without this attached.
At Nationwide, you were (and still are where you have a policy in force) able to protect your monthly payments on a mortgage, personal loan or credit card with this type of insurance. For mortgages and credit cards, premiums are paid each month alongside the mortgage or credit card payment. For personal loans, the cost of PPI would have been added to the loan up front and spread over the term of the loan. Here’s how PPI works on each of Nationwide’s products.
Nationwide has, over the years, merged with other Building Societies that are listed below. These Societies also offered PPI under the following names:
Nationwide no longer sells PPI.
If you have PPI, details of the cover will be shown on your product documentation. Please see below:
If you cannot find any of these documents, or are unsure whether you have PPI on any Nationwide mortgage, loan or credit card, please contact us using one of the following methods. We may not be able to tell you straight away if you have or had PPI but we will take your details and let you know as soon as we can:
You can still make a PPI complaint even if you cannot find any documentation to show you have PPI by following the instructions in How can I raise a PPI complaint?below.
If your account is now closed you can check your original documentation. Alternatively, please contact us using one of the methods above. Again, we may need a few days to confirm if you had PPI or not but will do this as quickly as we can.
You can contact us about your PPI policy whenever it was arranged.
If you have any relevant information or documentation which may help us identify your policy please can you provide this to us as this could speed up the processing of your complaint.
At Nationwide we have a very experienced complaints team who are very focused on delivering fair outcomes for all our customers. In fact, our complaints results compare favourably with other financial organisations. Therefore, we will not treat you or your issues any less seriously or offer you a different experience if you contact us direct. We promise to investigate your concerns fully and deliver an outcome that is fair, taking into account your personal circumstances.
If your complaint is successful, the amount of redress will be the same whether you make the complaint yourself or use a Claims Management Company (CMC). The main difference you will find if you use a CMC is that you will either need to pay them an upfront fee or agree to give them a percentage of any compensation you receive should your complaint succeed if you choose to use their services. The CMC will charge you a percentage of any compensation that we pay and reduce the amount you would otherwise keep. By approaching us directly you get to keep the full 100% of any redress paid.
The time it takes us to deal with your complaint and the complaint success rates with Nationwide are the same, whether they are made through a CMC or not. The work a CMC does on your behalf is to complete the Payment Protection Insurance Questionnaire (PPIQ). However, this is easy to complete and can even be done online. The date it is completed and sent to us will count as Day One of your complaint.
Our new online Payment Protection Insurance Questionnaire is the best place to raise your complaint, as we receive it the same day you complete it and can begin our investigation straightaway.
While you can also make a complaint:
In order that we have all the information we need to investigate your complaint, you will also need to complete a PPI Questionnaire. If you use these other methods, rather than our website, we will send you a PPI Questionnaire to complete and return.
Your PPIQ gives us more detailed information about your circumstances at the time the policy was arranged. The Society takes seriously your recollections at the time the policy was arranged and it is important for us to understand what they are.
Once we receive details of your complaint, we will log this onto our complaints system. This means should you need to contact us we will have the full details of your concerns readily available. We will then send you a formal acknowledgement giving clear contact information. You will usually receive this within 10 days.
Next we will begin our investigation process. This doesn’t mean you will be forgotten. If we are not in a position to give you our final response within 28 days, we will write to you to update you on our progress and let you know when we expect to be in a position to issue our ‘Final Response’ letter.
We want to resolve your concerns for you as quickly as possible, but sometimes this can take longer than expected. Our aim is always to give you our answer within the Financial Conduct Authority’s 56 day timescale. If, for any reason, this isn’t possible we will contact you to let you know why and tell you when you can expect to receive our answer.
This is the letter that marks the end of our complaints process. We do not issue this until we have carried out a full investigation into your concerns. If you remain unhappy on receipt of this you can refer your complaint to the Financial Ombudsman Service for an independent review. We enclose a leaflet describing their service and how to use it with every 'Final Response' letter.
Note: If you raised your complaint through the Ombudsman, rather than direct to Nationwide, they will tell you to wait for our 'Final Response' letter before they can review your case.
We calculate all redress (commonly known as ‘compensation’) in accordance with Financial Conduct Authority (FCA) guidelines. The redress puts you back in the financial position you would have been in had you not taken out the PPI policy.
We will refund the premiums you paid on your policy plus interest on those premiums, from the time each payment was made, to date.
Claims on your PPI policy
We will take into account any successful claims you have made against your policy/policies. This amount will be deducted from the total refund.
Prior to the tax regulation change (01 October 2013) Nationwide did not deduct tax from the compensation interest it paid, however, to comply with HM Revenue & Customs (HMRC) regulations we now deduct basic rate income tax from the 8% compensation interest awarded on any redress, this will be paid to HMRC on your behalf.
We recognise not all our customers are liable to pay income tax, while others may be higher/additional rate tax payers. Should this be the case for you, please contact your local tax office to arrange a refund of the amount paid, or to make the extra payment to clear your tax liability. When doing this, remember income tax is only charged on the 8% compensation interest element, and not on the full redress amount.
You will be provided with a payment confirmation letter which will constitute a tax certificate for your settlement and must be retained for your records as it may be required by HMRC at a later date or to support your Self-Assessment tax return.
In cases where we determine the policy was mis-sold, we look to put you back in the position you would have been in had you never taken the policy. For those customers who took advantage of the free cover and then cancelled the policy before paying any premiums, there would be no financial loss to address, and whilst you can raise a complaint it is unlikely to result in any payment.
You can still complain. However, if you have made a successful claim on your PPI policy you may have received more from the policy than the cost of the premiums. In these circumstances there may be no financial loss and therefore no refund of premiums.
Yes, there are a number of other sources that provide free help and support. They are: