Following Virgin Money and its heritage brands (Clydesdale Bank, Yorkshire Bank) being transferred to Nationwide Building Society on 2nd April 2026, all complaint data is now being reported at a group level, in line with the submission sent to the FCA.
As with other firms and to be transparent we share our complaint volumes every half year in line with Financial Conduct Authority (FCA) regulations. To put our volumes into context, we receive just 2.24 complaints per 1,000 banking accounts and 3.57 complaints per 1,000 home finance accounts.
Nationwide complaints data
Firm name: Nationwide Building Society
Group: Nationwide Building Society
Other firms included in this return (if any): Clydesdale Bank, CYB Intermediaries Limited, Virgin Money, Yorkshire Bank and Yorkshire Bank Home Loans Limited
Period covered in this return: 1 October 2025 – 31 March 2026
Brands/trading names covered: Nationwide Building Society
If you can't view the whole table, swipe, scroll, or rotate your phone to show more > > >
| 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 | 2.24 | N/A | 93,640 | 92,924 | 54.78% | 44.70% | 55.13% | General admin/ customer service |
| Home Finance | 3.57 | N/A | 6,915 | 6,905 | 29.18% | 69.96% | 56.36% | General admin/ customer service |
| Insurance and pure protection | 0.22 | 8.03 | 295 | 290 | 46.55% | 51.38% | 50.34% | General admin/ customer service |
| Decumulation, Life and Pensions* | N/A | N/A | 6 | 5 | 40.00% | 40.00% | 60.00% | General admin/ customer service |
| Investments | N/A | N/A | 30 | 32 | 12.50% | 87.50% | 46.88% | General admin/customer service |
| Credit Related | N/A | N/A | 1,995 | 1,968 | N/A | N/A | 53.25% | 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 October 2025 – 31 March 2026
Brands/trading names covered: The Mortgage Works
If you can't view the whole table, swipe, scroll, or rotate your phone to show more > > >
| 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 | 5.19 | N/A | 1,477 | 1,490 | 26.64% | 72.62% | 52.08% | General admin/ customer service |