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 3.46 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.
*© GfK2018, Financial Research Survey (FRS), 12 months ending 30 September 2018 and 12 months ending 31 March 2018, proportion of extremely/very satisfied customers minus proportion of extremely/very/fairly dissatisfied customers summed across current account, mortgage and savings. High street peer group defined as providers with main current account market share >4% (Barclays, Halifax, HSBC, Lloyds Bank, NatWest, Santander and TSB).
**Source: Nationwide Brand and Advertising tracker - compiled by Independent Research Agency, based on all consumer responses, 12 months ending September 2018. Financial brands included Nationwide, Barclays, Co-operative Bank, First Direct, Halifax, HSBC, Lloyds, NatWest, TSB and Santander.