Nationwide has been independently* ranked number one for customer satisfaction on the high street since September 2011.
We're committed to providing the best possible service but, with over 15 million customers and members, things may sometimes go wrong. When this happens we always aim to investigate and resolve complaints rapidly, and to our customer's satisfaction.
The number of customer complaints we receive, and how well we deal with them, is published regularly by the Financial Conduct Authority (FCA) and the Financial Ombudsman.
An industry leading complaints performance
Our complaints performance, as reported by these regulators, remains industry leading in the context of our growth and size.
Data published on 27th February 2015, shows a 20% reduction in the number of complaints Nationwide received compared to the previous 6 month period, with a significant decrease in PPI complaints which fell by 52%.
The latest publication of the Financial Ombudsman Service industry results, for the period July 2014 to December 2014, show that Nationwide accounted for just 2.7% of all complaints referred to the ombudsman, and only 3.1% of banking (including savings) and home finance complaints.
By comparison, in the six months ending 30 September 2014 Nationwide opened a new current account every 50 seconds, growing its share of the current account market share to 6.6%, positioning the Society as a real alternative to the banks.
Nationwide also accounts for over 10% of all UK savings balance, and received over 20% of the growth in ISA balances following the change to ISA rules which the Society long campaigned for.
*The Financial Research Survey (FRS) is an independent survey run by GfK NOP. High street comparison is made with the following competitor brands: NatWest, Santander, Lloyds, Halifax, Barclays, HSBC