PPI complaints

Customer satisfaction is our number one priority and as with any type of complaint, if you have any concerns about Payment Protection Insurance (PPI) you have taken out with us, we want to hear about it. Don’t worry, checking to see if you have reason to complain about PPI won’t harm your relationship with us, or affect your credit score.

What is PPI?

PPI is an insurance policy for loan, mortgage or credit card repayments if you're unable to work because of an accident, sickness and / or unemployment. The policy benefit is based on the type of policy taken.

I need additional help and support

As we want to make it easier for everyone to use Nationwide's products and services, we're continually working to improve accessibility for members who need a little extra help.  We already provide a number of accessible services which can be found on our accessibility pages. 

Alternatively, you can call us on 0800 545 3004 (Monday to Friday: 8am to 6pm)

Have I ever had PPI with Nationwide Building Society?

Before making a complaint you can check whether you've ever had a PPI policy with us by reviewing your Nationwide mortgage, loan or credit card documents.  If you're not sure how to do this, take a look at 'How do I know if I have PPI?' below. 

If you're still not sure or you can't find your documents, you can ask us to check by completing the PPI enquiry form

How do I make a PPI mis-selling complaint?

If you feel you were sold a PPI policy that was not suitable for your needs, you can make a PPI mis-selling complaint and we will investigate your concerns.

There are a number of ways you can make a mis-selling complaint, the simplest is to complete the PPI mis-selling complaint form.

Alternatively, you can:


  • Write to us at:
      NW 199
      Nationwide Building Society
      Kings Park Road
      Moulton Park
      Northampton
      NN3 6NW
  • Download and print a PPI complaint form and post it to us. As this is a PDF document it may open in a new window, depending on how your browser is set up

  • Call us on: 0800 545 3004 (Monday to Friday: 8am to 6pm)

  • Call into one of our branches

You have until 29 August 2019 to complain about your PPI policy; any complaints we receive after this date will not be considered. In some circumstances, the deadline may be sooner, for instance where you’ve previously been invited by us to complain about the mis-selling of your PPI policy.

If you’re unsure, please use the PPI complaint form and we can look into this for you.

How do I make a non-disclosure of commission complaint?

Under the FCA's rules, complaints about non-disclosure of commission can only be made about PPI policies which were connected to credit agreements (e.g. loans, credit cards and mortgages) that fall within s.140A of the Consumer Credit Act 1974. We'll look at whether your policy falls within the scope of these rules and write to you to let you know.

If you haven't complained about your PPI policy before and want to complain about non-disclosure of commission, you should consider whether you may also have been mis-sold PPI. As part of a mis-sale complaint, we'll consider non-disclosure of commission even if you don't mention it.

If you have already complained about being mis-sold PPI and we did not agree that your policy was mis-sold, you can make a new complaint about non-disclosure of commission.

If you complained about PPI after 9th November 2015, we'll have already written to you to tell you whether we'll consider non-disclosure of commission as part of your complaint - please check your paperwork or contact us if you're not sure.

The simplest way to complain about non-disclosure of commission is to complete the PPI commission complaint form.

Alternatively, you can:

  • Write to us at:
      NW 199
      Nationwide Building Society
      Kings Park Road
      Moulton Park
      Northampton
      NN3 6NW
  • Call us on: 0800 545 3004 (Monday to Friday: 8am to 6pm)
  • Call into one of our branches

You have until 29 August 2019 to complain about your PPI policy; any complaints we receive after this date will not be considered. In some circumstances, the deadline may be sooner, for instance where you’ve previously been invited by us to complain about the mis-selling of your PPI policy.

If you’re unsure, please use the PPI complaint form and we can look into this for you.

Will I get a different experience if I use a Claims Management Company

It doesn’t make any difference if you tell us your concerns or you use a Claims Management Company (CMC), as the complaint process we use is the same. 

We promise our experienced team will thoroughly investigate your concerns and will take into account your personal circumstances, regardless of the option you choose.

What you need to remember is:

  • If you use a CMC it’s likely that you’ll have to pay for their service.  
  • By talking to us directly, if your complaint is successful you’ll get to keep the full 100% of any compensation due less any reduction for tax liabilities.

How do I know if I have PPI?

If you have had a mortgage, loan or credit card with Nationwide, you may have had a PPI policy too. You can find out by looking at your documentation from Nationwide. This table shows what you need to look for:

Have you had a Nationwide: If so, and you have/had PPI you'll find details of your cover on: This will show as one of the following
Mortgage?
  • Annual insurance renewal
  • Mortgage statements
  • Mortgage Payment Cover
  • Mortgage Payment Protection
  • Mortgage Payment Protection Insurance (previously called PaymentGuard)
 Personal Loan?
  • The front page of your loan agreement
  • Loan statements
  • Bank statements (for secured loans as these premiums were paid directly to the insurer)
  • Loan Care
  • Payment Protection Insurance (for secured loans)
 Credit Card?
  • Your monthly credit card statements
  • Your Annual PPI Review Notice
 
  • Payment Protection Insurance


Have you had a:  If so, and you have / had PPI you'll find details of your cover on: This will show as one of the following:
Portman mortgage?
  • Mortgage statements
 
  • Mortgage Care
  • Extra Care
  • Total Care
  • Standard Care
  • Disability Care
  • Unemployment Care
Staffordshire mortgage?
  • Bank statements - all premiums were paid directly to the insurer either Cornhill, Paymentshield or Aviva (previously known as General Accident) or Commercial General Union (CGU)
  • Staffordshire Redundancy Insurance Scheme
  • Staffordshire Payment Protection Plan
  • Mortgage Payment Protection Plan (Options)
  • Mortgage Payment Protection Insurance
Lambeth mortgage?
  • Mortgage statements
  • Bank statements - some premiums were paid directly to the insurer (either Legal & General or Financial Insurance Company Limted)
 
  • LBS Mortgage Cover
  • Mortgage Cover
Derbyshire mortgage?
  • Mortgage statements (may be shown as SAR, DPC, DPF or FTB)
  • Bank statements - premiums were paid directly to the insurer (Jubilee)
 
  • Budget Cover
  • Payments Cover
Dunfermline mortgage?
  • Mortgage statements
  • Insurance renewals
  • Bank statements - some premiums were paid directly to the insurer (AXA)
 
  • Protected Payments Scheme
  • Mortgage Payment and Lifestyle Protector
Cheshire mortgage?
  • Mortgage statements
  • Bank statements - some premiums were paid directly to the insurer (Pinnacle)
 
  • Mortgage Protection
  • Redundancy Cover
  • Disability Protection Plan
  • Loan Care
  • Mortgage Care

*This table covers the main products but does not cover all permutations.

If you’re still not sure or can’t find any of these documents, please complete the PPI enquiry form or:


  • Write to us at:
  • NW 199
    Nationwide Building Society
    Kings Park Road
    Moulton Park
    Northampton
    NN3 6NW

  • Call us on 0800 545 3004 (Monday to Friday: 8am to 6pm)

Can I still complain if I've already made a successful PPI policy claim?

Yes, you can still complain. However, depending on the nature of your complaint and whether it is successful, we may take into account the value of any claims when assessing whether compensation is due.

Frequently asked questions

Mis-selling complaints

We’ll record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you, so it’s important for you to note our calls will display as a 0800 number on some phones. Don’t worry, checking to see if you have reason to complain about PPI won’t harm your relationship with us, or affect your credit score.

While complaint rules allow us 56 days to resolve customer complaints we’re committed to resolving these as soon as possible. We’ll keep you informed throughout.

Once we have resolved your complaint, you’ll receive a Final Response letter.  This will:


  • tell you our decision 
  • give a breakdown of any compensation if this is due 
  • provide information about the Financial Ombudsman Service (FOS).

Non-disclosure of commission complaints

Not all PPI policies fall within the scope of the FCA rules so when you make a complaint, we'll look at your policy to find out whether your policy is in scope or not. Don’t worry, checking to see if you have reason to complain about PPI won’t harm your relationship with us, or affect your credit score.

If your policy does fall within the scope of the rules, we'll investigate your complaint and do all we can to resolve it as quickly as possible. If it isn't within the scope of the rules, we'll write to you as soon as we can to let you know.

Use of my information

We will use the information you give us to investigate your complaint. More information can be found in How We Use Your Information.

Under FCA rules, you can complain about the level of undisclosed commission earned from your PPI policy.

In simple terms, the rules apply to PPI polices that covered repayments on credit agreements – such as loans, mortgages and credit cards – where the agreement was entered into on or after 6 April 2007 or if the agreement was entered into before 6 April 2007 and was still ongoing as at 6 April 2008 (although there will be some exceptions to this general position).

We're working through the complaints received before the new rules came into force on 29 August 2017 as quickly as possible. We expect to have responded to all these complaints shortly, and our calculation of compensatory interest will reflect the time taken to respond.

Yes, you can still make a non-disclosure of commission complaint and we’ll assess this using the FCA’s rules and guidelines.

Our preference is to pay direct to the policyholder(s) current account, as this is the fastest and most secure payment method. Alternatively, a cheque can be sent.

Please be aware that we will check to find out if there are any arrears on accounts connected to the PPI policy. If there are, we’d use the compensation to reduce or clear these. 

If you have ever had an individual voluntary arrangement (IVA), there are additional legal considerations that may need to be applied in these circumstances.

HM Revenue & Customs (HMRC) regulations require us to deduct basic rate income tax from the 8% compensation interest awarded as part of your redress payment. This will be paid to HMRC on your behalf.

We know that not all of our members are liable to pay income tax and others may be higher/additional rate taxpayers. If this is the case for you, you will need to contact your local tax office to arrange a refund or make an extra payment to clear your liability. When doing this, remember that income tax has only been charged on the 8% compensation interest element and not on the full amount.

You will receive a payment confirmation letter which will constitute a tax certificate for your settlement. You must keep this for your records because HMRC may need it at a later date or you may need it to support your self-assessment tax return.


Yes, you can complain, however, if you cancelled the policy before paying any premiums, no compensation would be due.  Alternatively, if you kept the policy after the free introductory period we will investigate any concerns.