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.
Alternatively, you may wish to contact us via 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 Group, Nationwide Personal Loans or Nationwide Credit Card, you may like to contact them direct.
| 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 |
When you provide feedback on our services, or make a complaint, a record may be kept on our internal 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.