Complaints data
Building Legendary Service is about focusing on our members and making a positive difference to their experiences with us. As a Society, we do everything we can to resolve our members concerns. Complaints are a key moment of truth for our members, and for us, they're an opportunity to put things right and deliver a fair outcome. Feedback enables us to concentrate on what’s important to our members, learn from what’s gone wrong and strive to exceed expectations.
As with other firms and to be transparent we share our complaint volumes every half year in line with Financial Conduct Authority (FCA) (opens in a new window) regulations. To put our volumes into context, we receive just 1.51 complaints per 1,000 banking accounts and 2.80 complaints per 1,000 home finance accounts. The Financial Ombudsman Service (opens in a new window) also publish complaints performance where Nationwide performs well compared to the industry average.
Nationwide complaints data
Firm name: Nationwide Building Society
Group: Nationwide Building Society
Other firms included in this return (if any): None
Period covered in this return: 5 April 2023 - 4 October 2023
Brands/trading names covered: Nationwide Building Society
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| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 1.51 | N/A | 46,352 | 46,520 | 50.79% | 48.92% | 46.49% | General admin/ customer service |
| Home Finance | 2.80 | N/A | 4,507 | 4,603 | 38.67% | 61.09% | 48.10% | General admin/ customer service |
| Insurance and pure protection | N/A | 5.70 | 376 | 530 | 9.25% | 49.62% | 67.92% | Advising, Selling and Arranging |
| Decumulation, Life and Pensions* | N/A | N/A | 4 | 5 | 20% | 80% | 0% | General admin/ customer service |
| Investments | 0.57 | N/A | 224 | 229 | 12.66% | 86.90% | 34.50% | General admin/customer service |
| Credit Related | N/A | N/A | 1,190 | 1,203 | N/A | N/A | 44.64% | N/A |
*We continue to resolve complaints relating to Decumulation, life and pensions but no longer sell any of these products.
The Mortgage Works complaints data
Firm name: The Mortgage Works
Group: Nationwide Building Society
Other firms included in this return (if any): None
Period covered in this return: 1 April 2023 – 30 September 2023
Brands/trading names covered: The Mortgage Works
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| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product/service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Home Finance | 5.71 | N/A | 1,658 | 1,704 | 19.37% | 79.69% | 44.72% | General admin/ customer service |