Making a complaint
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.
First things first
We need to understand and record your complaint. You can choose from one of the contact methods below to tell us about your concerns.
Phone us
Call us on 08457 30 20 10 or on +44 1793 65 67 89 if you are calling from abroad.
If your complaint is with one of Nationwide's family companies such as The Mortgage Works, the Cheshire / Derbyshire / Dunfermline Building Society you should contact them directly.
- View telephone numbers
-
| Nationwide Group |
Telephone number |
| The Mortgage Works |
0845 4545 800 |
|
| UCB Home Loans |
0845 60 26 144 |
| Nationwide International Limited |
01624 69 60 00 |
| Nationwide Personal Loans |
08459 30 20 12 |
| Nationwide Credit Card |
08457 99 88 99 |
| Cheshire Building Society |
08457 55 05 55 |
| Derbyshire Building Society |
08456 00 40 05 |
| Dunfermline Building Society |
08457 33 66 88 |
| Nationwide MySave Online Savings |
0845 605 0330 |
Visit us
If you would like to speak to one of our team in person, come and see us at your nearest branch.
Email us
If you are an existing Nationwide Online Banking customer log on and send us a secure message. . Alternatively you can provide details of your complaint using our secure online complaints form.
Write to us
Please send your complaint to:
Complaints Team
Nationwide Building Society
NW 2020
Swindon
SN38 1NW
Timescales
Our aim is to resolve the majority of our complaints within 48 hours, but sometimes more complex issues can take longer. We promise that if we are unable to resolve your concerns within 5 business days (Monday-Friday excluding Bank Holidays) we will tell you and keep you regularly informed of our progress.
Successful resolution of complaints is important to us, so we will always strive to deliver a fair decision. While regulations allow us 56 days to issue our Final Response we will always aim to do this as soon as possible.
If you are unhappy after receiving our Final Response and you have additional information that may change our decision please contact the person who responded to you.
Alternatively, you can:
When you provide feedback on our services, or make a complaint, a record may be kept on our internal log.