Making a complaint

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 straight away and give us the chance to put things right.

The first step is for us to understand your complaint. You can tell us in any of the following ways:

• by visiting one of our branches
• by calling us on 08457 30 20 10* (international number: +44 1793 656789*)
• by using electronic mail:

  If you are registered for Internet Banking - By using our secure Internet Banking messaging service

  If you are not registered for Internet Banking - By sending us an e-mail (for complaints only). Please remember that normal email is not 100% secure; we recommend you do not send us information like account details or National Insurance numbers, but please provide your preferred contact telephone number, should we need to speak to you.

* If your query is with one of Nationwide's subsidiaries or Nationwide Credit Card, please refer to these contact details.

These pages show the steps in our complaints procedure. At every stage we promise to listen and to do everything we can to resolve your complaint.