Procedure

The simplest and quickest way to express your concern is to contact us. Your local branch should be your first point of contact, or, if it's a query about a postal account or a general problem, call us on 08457 30 20 10.

If you have a query with your online account you can contact us via our Internet Banking secure messaging service.

Please do not use any other form of e-mail to send this information, it is not 100% secure and should not be used to send confidential information.

If your query is with one of Nationwide's subsidiaries or Nationwide Credit Card, you may like to contact them direct.

When you provide feedback on our services, or make a complaint, a record may be kept on our internal Member Service Log.

We promise to respond in 7 days

Our promise is to respond to your complaint 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.

The next step

If you're not happy with the answers you've been given, tell the person you've been dealing with and we'll ask one of our senior managers to review your concerns. You'll be told who will review your complaint and you will receive a full or interim response within 28 days of when you first expressed your concern.

If you are still dissatisfied

If our senior manager fails to deal with your complaint to your satisfaction, you can take the matter up with our Member Service department. The address is:

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 take your complaint to the Financial Ombudsman Service.

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