Nationwide's Complaints Data

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 complaint data.

Firm name: Nationwide Building Society

Firm name: Nationwide Building Society

Group: Nationwide Building Society

Other firms included in this return (if any): None

Period covered in this return: 5 April 2012 to 4 October 2012

Brands/trading names covered: Nationwide Building Society, Cheshire Building Society, Derbyshire Building Society, Dunfermline Building Society

To put the above figures into context:-

• Our 22,916 Banking complaints have come from just over 25 million accounts, which equates to 0.91 complaints per 1,000 relevant accounts
• For every 1,000 Home Finance (i.e. mortgage) loans we had outstanding, we received 2.08 complaints
• We recorded 242.82 general insurance and pure protection complaints per £1m of annual income (excluding PPI in full we recorded 2.91 complaints per £1m of annual income).
• 1.79 customers contacted us to complain about decumulation, life and pensions products per 1,000 policyholders
• For every £1m of investment intermediation annual eligible income, we received 6.15 complaints

Firm name: The Mortgage Works

Group: Nationwide Building Society

Other firms included in this return (if any): None

Period covered in this return: 1 April 2012 to 30 September 2012

Brands/trading names covered: The Mortgage Works

To put the above figures into context:-

• For every 1,000 Home Finance (i.e. mortgage) loans we had outstanding, we received 4.75 complaints