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) regulations. To put our volumes into context, we receive just 1.64 complaints per 1,000 banking accounts and 2.99 complaints per 1,000 home finance accounts. The Financial Ombudsman Service also publish complaints performance where Nationwide performs well compared to the industry average across our product range.
* © Ipsos MORI 2019, Financial Research Survey (FRS), 12 months ending September 2019, c.60,000 adults surveyed per annum. Overall customer satisfaction measured as proportion of extremely/very satisfied customers minus proportion of extremely/very/fairly dissatisfied customers summed across main current account, mortgage and savings. Main current account satisfaction measured as proportion of extremely/very satisfied minus proportion of extremely/very/fairly dissatisfied main current account customers. Peer group defined as providers with main current account market share >4% as of April 2019 (Barclays, Halifax, HSBC, Lloyds Bank, NatWest, Santander and TSB).