PPI complaints

The impact of coronavirus

Delays to PPI responses

Right now, we're focusing our efforts on providing members with vital services like being able to access money and get support in these challenging times.

This means it’s going to take us longer than usual to respond to and deal with PPI complaints. We hope you understand.

We’ll have written to you if you have an outstanding complaint. If your complaint was raised through a Claims Management Company, we’ve let them know too.

Existing PPI complaints

Please help us protect our services for those who really need them. Only get in touch if it’s absolutely necessary and your query can’t wait. If you really need to contact us, email us at PPIComplaints@nationwide.co.uk and we’ll do our best to get back to you.

If you are worried about what coronavirus could mean for you and your money, visit our coronavirus support page.

New PPI complaints

The deadline to submit a PPI complaint was 29 August 2019.

Making a complaint after 29 August 2019

If you didn’t make a complaint about the sale of your PPI policy (or non-disclosure of commission) on or before 29 August 2019, you can only ask us to review your policy for either of the reasons below:

Exceptional circumstances

If there were exceptional circumstances that stopped you from complaining on or before 29 August 2019, you may be able to complain to us, or to the Financial Ombudsman Service, even though the deadline has now passed.

For more information about exceptional circumstances, see the Financial Ombudsman Service website. We’ll only investigate the complaint if we agree that the reason you didn’t complain before the deadline was due to exceptional circumstances. Please complete the complaint form.

Rejected claims

You can also complain after the 29 August 2019 deadline if your PPI policy was still active on 29 August 2017 and you have had a claim on the policy rejected because of eligibility issues, exclusions or limitations in the policy. To be considered the complaint must relate specifically to the rejection of the claim. Please complete the complaint form.

I need additional help and support

We want to make sure you can make a payment protection insurance (PPI) complaint easily, and that we give you a fair outcome, whatever your needs or circumstances. Please let us know if there’s something you need us to do or know about to make the process easier for you, and/or to help us to fully investigate your complaint. Examples of the types of things you might want to tell us about include:


  • Needing us to write to you in a different format (such as large print, Braille, audio or email) or get in touch with you through a specific channel (e.g. in writing only);
  • If you were experiencing a physical or mental health problem at the time your PPI policy was sold, which may have affected your ability to make an informed decision to purchase the policy, or are experiencing one currently that we should consider when responding to your complaint;
  • If you have experienced a major life event (e.g bereavement, redundancy), at the time the PPI policy was sold or more recently, which we should consider when responding to your complaint; or
  • Any other support that you might need to help with your enquiry or complaint (e.g. only contacting you at specific times or through a third party).

If you're unhappy with our final response

If you aren’t happy with our final response, please contact us to discuss it as soon as you can and no later than 6 months after the date of the final response letter. If you still aren’t satisfied after contacting us, you can complain to the Financial Ombudsman Service.

Deadline for complaints to the Financial Ombudsman Service

If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response letter.

Making a complaint that isn't about the sale of PPI

If you want to make a complaint that’s unrelated to the sale of PPI, for example delays in claims handling, or administrative matters such as taking the incorrect amount of premium.

Please complete the complaint form or write to us at:

NW199
Nationwide Building Society
Kings park Road
Moulton Park
Northampton
NN3 6NW