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 straightaway and give us the chance to put things right.
Step 1: First things first
The first step is for us to understand your complaint. The simplest and quickest way to express your concern is to contact us. We promise to listen and do everything we can to resolve your complaint.
Below are details of all the ways you can reach us:
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're an existing customer log on to Internet Banking and send us a 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
Our promise
Our promise is to respond to your concerns within 7 days. Hopefully we will be able to tell you that the matter has been put right. If we are unable to put it right within those 7 days, we will tell you and keep you informed of progress.
Step 2: If you are still dissatisfied
If we are unable to deal with your complaint to your satisfaction, please contact the person who responded to you. They will escalate your complaint to our Member Service department. Alternatively you can write direct to them using the following address: Member Service, Nationwide Building Society, Kings Park Road, Moulton Park, Northampton, NN3 6NW.
Member Service will look into your complaint and provide a final response on behalf of Nationwide within 56 days of when you first expressed your concern.
If we are not able to provide a final response, or if you're not satisfied after receiving the reply from us, you can:
When you provide feedback on our services, or make a complaint, a record may be kept on our internal log.