Make a complaint or send us feedback
If things have not gone as you expected, let us know. We will work with you to understand what happened and do our best to put it right. The fastest way to message us is through our online chat.
You can also give us feedback instead of making a formal complaint.
This page is available as an Easy Read:
Make a complaint using chat
The quickest way to get in touch about a complaint is through chat.
Our live chat is open 24 hours a day and will guide you through what happens next.
If the complaint is about your mortgage, our dedicated team is open:
- Monday to Friday: 8am to 6pm
- Saturday: 8.30am to 4pm
- Sunday and bank holidays: closed
To get started, select the blue ‘Chat with us’ button at the bottom of your screen.
Other ways to make a complaint
You can also contact us by phone, visiting us in branch or sending us a letter.
We cannot register complaints over email. To make a complaint online, use our online chat.
Note:
To make a complaint about a Virgin Money branded product or service, follow the Virgin Money complaints process.
Call our freephone number
Our opening times depend on what your complaint is about.
Banking or current accounts
Monday to Saturday, 8am to 8pm.Sunday, 9am to 5pm.
Savings or mortgages
Monday to Friday, 8am to 6pm.
Saturday, 9am to 2pm.
Closed Sundays.
Visit us in branch
To speak to one of our team in person, visit any Nationwide branch.
Write to us
Please include:
- Your name
- Your address
- Your account details
- A contact number, if you are happy for us to call you
- What has happened
- When it happened
Send your letter to:
The Complaints Team
Nationwide Building Society
NW 2020
Swindon, SN38 1NW
Accessible ways to make a complaint
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.
More about support needs and what happens when you tell us
We also offer the Relay UK and SignVideo service.
What is Nationwide’s complaints process?
We are committed to resolving complaints and helping make things right for our members. We will 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, allow up to 56 days. We will 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, tell us when making your complaint.
How we resolve your complaint
Depending on how long it takes to resolve your complaint, you will receive either a Summary Resolution Communication or Final Response.
Complaints data
To find out more about the complaints we receive, visit our complaints data page.
How to take your complaint further
If you are 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 FOS at any time. But they will need our consent to investigate complaints if we have not:
- had the chance to put things right, and
- exceeded the handling timescales permitted for your complaint.
If you want to refer your complaint after we have 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
Complete the online form from FOS.
Call
Monday to Friday, 8am to 5pm.
Saturday, 9am to 1pm.
Closed Sundays.
UK: 0800 023 4567
Abroad:+44 20 7964 0500
Write
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Use online chat
Our live chat is open 24 hours a day and will guide you through what happens next.
If the feedback is about your mortgage, our dedicated team is open:
- Monday to Friday: 8am to 6pm
- Saturday: 8.30am to 4pm
- Sunday and bank holidays: closed
To get started, select the blue ‘Chat with us’ button at the bottom of your screen.
Call our freephone number
Our opening times depend on what your feedback is about.
Banking or current accounts
Monday to Saturday, 8am to 8pm.
Sunday, 9am to 5pm.
Savings or mortgages
Monday to Friday, 8am to 6pm.
Saturday, 9am to 2pm.
UK: 0800 30 20 15
Abroad: +44 1793 65 67 89
Visit us in branch
To speak to one of our team in person, visit any Nationwide branch.
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
Send your letter to:
The Complaints Team
Nationwide Building Society
NW 2020
Swindon, SN38 1NW
Easy Read
An Easy Read is information on this page that has been made easier to read and understand using:
- pictures
- easy words
- short sentences
- big text