In the financial year to April 18 we’ve opened a record 816,000 current accounts, seen record gross prime mortgage lending of £29.4 billion and we’re proud to have helped a record 76,000 first time buyers into their homes.
Nationwide Building Society also continues to be number one for customer satisfaction against its high-street peer group* and is the UK’s most trusted financial brand**.
Our members are at the heart of all our decisions and simply put if our members are not happy we’re not happy. Feedback has never been more valuable, it enables us to concentrate on what’s important to our members, learn from what’s gone wrong and strive to exceed expectations.
As a Society, we do everything we can to resolve our members concerns. 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 1.50 complaints per 1,000 banking accounts and 3.11 complaints per 1,000 home finance accounts. The Financial Ombudsman Service also publish complaints performance where Nationwide performs better than the industry average across our product range.
*© GfK2018, Financial Research Survey (FRS), 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 (inc C&G), NatWest, Santander and TSB).
**Source: Nationwide Brand and Advertising tracker - compiled by Independent Research Agency, based on all consumer responses, 3 months ending March 2018. Financial brands included Nationwide, Barclays, Co-operative Bank, First Direct, Halifax, HSBC, Lloyds, NatWest, TSB and Santander.