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 1.53 complaints per 1,000 banking accounts and 3.14 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 2021 - 4 October 2021
Brands/trading names covered: Nationwide Building Society, Cheshire Building Society, Derbyshire Building Society, Dunfermline Building Society

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Complaints data
  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 1.53 N/A 44,009 43,143 28.72% 70.03% 52.63% General admin/ customer service
Home Finance 3.14 N/A 5,287 4,839 10.37% 88.49% 58.48% General admin/ customer service
Insurance and pure protection N/A 8.39 579 13,705 0.32% 2.03% 21.77% Advising, selling and arranging
Decumulation, Life and Pensions * N/A N/A 5 6 0% 100.00% 50.00% General admin/ customer service
Investments 0.47 N/A 208 211 7.58% 91.00% 31.28% General admin/customer service
Credit Related N/A N/A 1,982 1,927 N/A N/A 57.97% 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 2021 - 30 September 2021
Brands/trading names covered: The Mortgage Works

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Complaints data for mortgage works
  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 3.08 N/A 914 1,026 4.29% 94.74% 53.41% General admin/ customer service

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