Make a complaint or send us feedback
If things haven't gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.
This page is available as an Easy Read:
How to make a complaint
If you’d like to make a complaint, the quickest way is to message us through our online chat. You can also contact us by phone, letter or visiting your nearest branch.
Chat with us
One of our advisers can talk through your concerns to help put things right.
To start a chat, press the blue 'Chat with us' button in the bottom of your screen.
Our live chat, for complaints, is available 24 hours a day, 7 days a week.
Call our freephone number
Our opening times are different depending on what your complaint is about.
Banking
Monday to Saturday, 8am to 8pm.
Sunday, 9am to 5pm.
Savings and mortgages
Monday to Friday, 8am to 6pm.
Saturday, 9am to 2pm.
Closed Sundays.
Visit us in branch
If you would like to speak to one of our team in person, come and see us in branch.
Write to us
If you’d like to write to us please include:
- Your name
- Your address
- Your account details
- A contact number, if you’re happy for us to call you
- What has happened
- When it happened.
Please send your letter to:
The Complaints Team
Nationwide Building Society
NW 2020
Swindon, SN38 1NW
Relay UK
Used to be known as Text Relay. Offers confidential text-to-speech and speech-to-text services for those who struggle to use the phone.
You'll need the Relay UK app or a textphone. Dial 18001 followed by the Nationwide number you want to call. The opening hours will be next to the number.
Using SignVideo
Use SignVideo to make British Sign Language (BSL) interpreted calls with a qualified and registered (NRCPD/SASLI) interpreter.
Monday to Saturday, 8am to 9pm.
Sunday, 9am to 5pm.
Information:
Get the most out of your interactions with us. If there is something we can do that will make things easier for you, tell us. For example, you might need us to speak more slowly and clearly in branch or on the phone. Whatever it is, tell us so we can make things as easy as possible for you.
The complaints process
We’re committed to resolving complaints and helping make things right for our members. We’ll make every effort to resolve a payment transaction complaint as soon as possible and by no later than 15 days or, in exceptional circumstances, 35 days. Where a complaint relates to any other matter, please allow up to 56 days. We’ll keep you informed of our progress throughout.
If you need information in an alternative format
We can send complaints communications to you in large print, audio CDs or braille. If you would like to receive communications in any of these formats, please inform us of this when making your complaint. You can learn about our accessibility options on our help page.
Resolving your complaint
Depending on how long it takes to resolve your complaint, you’ll receive one of the following communications from us:
Summary Resolution Communication
If we have been able to resolve your complaint to your satisfaction - within 3 working days after the day we received your complaint - you'll get a communication from us called a Summary Resolution Communication. It will confirm the complaint you have made, and how we think we have resolved it.
If you're not satisfied with the outcome in the Summary Resolution Communication, there will be information on how to contact Financial Ombudsman Service (FOS), should you wish to take matters further.
Final Response
We’ll try to resolve your complaint within 3 working days. If that’s not possible, we’ll send a letter acknowledging the issue. And of course, we'll keep you updated on the progress.
Once we’ve resolved your complaint to the best of our ability you’ll receive a Final Response letter which covers:
- Details of our investigation
- Our decision
- If applicable, next steps
- Information about the Financial Ombudsman.
Complaints data
Your feedback is important to us as it gives us an opportunity to improve. If you’d like to know more about the complaints we receive, you can find more by visiting our complaints data page.
How to take your complaint further
If you're unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving such disputes.
You can refer your complaint to the FOS at any time. But they’ll need our consent to investigate complaints if we haven’t:
- Had the chance to put things right
- Exceeded the handling timescales permitted for your complaint.
If you want to refer your complaint after we've issued our Final Response, you must do it within 6 months of the date on the letter.
Ways to contact the Financial Ombudsman Service
Online
Call
Monday to Friday: 8am to 5pm
Saturday: 9am to 1pm
UK: 0800 023 4567
Abroad:+44 20 7964 0500
Write
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Give us feedback
Seen something that’s not working or could be improved? We want to hear about it.
Your feedback is valuable to us. Although we can’t always contact you directly, we use your views to shape the way we work as well as the products and services we offer.
If you’d like to get in touch, please use our feedback form.
Please don't use this form for account-related requests.
For further details about how we use your information, please visit our privacy page.
Easy Read
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- easy words
- short sentences
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