Excellent customer service is what you expect and what we aim to provide. We have very high standards but we are the first to admit sometimes we make a mistake. If this happens please tell us straightaway and give us the chance to put things right. Complaints provide important feedback and we undertake root cause analysis on this to identify potential issues in order to improve our service to you, as well as to enhance our products and processes in order to make life easier for you, our valued customers and members, in your dealings with the Society.
Nationwide is committed to being transparent and therefore provide below details of the volume of complaints reported to the Financial Conduct Authority (FCA) in our last reporting period. To see how Nationwide and other firms performed previously, please see the FCA’s complaints data table.
Firm name: Nationwide Building Society
Group: Nationwide Building Society
Other firms included in this return (if any): None
Period covered in this return: 5 October 2012 to 4 April 2013
Brands/trading names covered: Nationwide Building Society, Cheshire Building Society, Derbyshire Building Society, Dunfermline Building Society
To put the above figures into context: