At Nationwide we have a very experienced complaints team who are very focused on delivering fair outcomes for all our customers. In fact, our complaints results compare favourably with other financial organisations. Therefore, we will not treat you or your issues any less seriously or offer you a different experience if you contact us direct. We promise to investigate your concerns fully and deliver an outcome that is fair, taking into account your personal circumstances.
If your complaint is successful, the amount of redress will be the same whether you make the complaint yourself or use a Claims Management Company (CMC). The main difference you will find if you use a CMC is that you will either need to pay them an upfront fee or agree to give them a percentage of any compensation you receive should your complaint succeed if you choose to use their services. The CMC will charge you a percentage of any compensation that we pay and reduce the amount you would otherwise keep. By approaching us directly you get to keep the full 100% of any redress paid.
The time it takes us to deal with your complaint and the complaint success rates with Nationwide are the same, whether they are made through a CMC or not. The work a CMC does on your behalf is to complete the Payment Protection Insurance. Questionnaire (PPIQ). However, this is easy to complete and can even be done online. The date it is completed and sent to us will count as Day One of your complaint.