Complaints Data
First class service is what you expect and what we aim to provide. We have very high standards but we are the first to admit that 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 are analysed to help us improve our service to you, as well as to enhance our products and services, in order to make life easier for you, our valued customer, in your dealings with the Society.
As required by our regulator, the Financial Services Authority (FSA), we provide below details of the volume of complaints we reported to them in our last reporting period. To see how Nationwide and other firms performed previously, please see the FSA'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 2010 to 4 April 2011
Brands/trading names covered: Nationwide Building Society, Cheshire Building Society, Derbyshire Building Society, Dunfermline Building Society
| Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks (%) | Closed complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 22,222 | 30,762 | 98.80% | 47.11% |
| Home Finance | 2,741 | 2,747 | 96.32% | 44.74% |
| General Insurance and Pure Protection | 4,870 | 6,309 | 91.52% | 38.48% |
| Decumulation, Life and Pensions | 629 | 605 | 89.92% | 29.59% |
| Investments | 472 | 420 | 99.52% | 32.14% |
To put the above figures into context:
- Our 22,222 Banking complaints have come from just over 25 million accounts, which equates to 0.88 complaints per 1,000 relevant accounts
- For every 1,000 Home Finance (i.e. mortgage) loans we have outstanding, we received 1.39 complaints
- We recorded 30.28 General Insurance and Pure Life Protection complaints per £1m of annual income (excluding PPI we recorded 2.69 complaints per £1m of annual income)
- 1.23 customers contacted us to complain about decumulation (e.g. annuities, equity release and income withdrawal), life and pensions products per 1,000 policyholders
- For every £1m of investment intermediation annual eligible income, we received 11.91 complaints