Building Legendary Service is about focusing on our members and making a positive difference to their experiences with us. In the 12 months 5 April 2019 to 4 April 2020 we opened 759,000 new current accounts and we're proud to have helped 1 in 6 first time buyers into homes of their own. Nationwide Building Society also continues to be number one for customer satisfaction against its high-street peer group*
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 1.63 complaints per 1,000 banking accounts and 3.25 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 2020, Financial Research Survey (FRS), 12 months ending 31 March 2020 and 12 months ending 31 March 2019. c.51,000 adults (aged 16+) surveyed across Great Britain from a total representative sample of c.60,000 adults (aged 16+) per annum. Interviews were conducted face to face and online, and weighted to reflect the overall profile of the adult population. Proportion of extremely/very satisfied customers minus proportion of extremely/very/fairly dissatisfied customers summed across main current account, mortgage and savings. 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).