Do you have a burning issue with Nationwide that you need to resolve? Perhaps a problem with your current account, a mortgage query that wasn't answered, or an insurance claim gone awry? Don't fret! Making a complaint can seem daunting, but Nationwide has a clear process in place, and we're here to guide you through it, step-by-step. By following this comprehensive guide, you'll be well-equipped to ensure your voice is heard and your issue addressed.
The Importance of Making Your Voice Heard
Every company, no matter how big or small, values customer feedback. Complaints, while sometimes negative in nature, are a crucial opportunity for a business to learn, improve its services, and ultimately, retain its customers. Nationwide is no exception. They are committed to resolving complaints fairly and transparently. So, if something hasn't gone as expected, or you're simply unhappy with a service, it's essential to speak up.
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| How To Make A Complaint Nationwide |
Your Step-by-Step Guide to Making a Complaint to Nationwide
This guide will walk you through the various avenues available for lodging a complaint with Nationwide, from initial contact to escalation if needed.
Step 1: Gather All Your Information (The Foundation of Your Complaint!)
Before you even think about contacting Nationwide, the most crucial step is to organize your thoughts and gather all relevant details. This will make your complaint clearer, more concise, and ultimately, more effective.
What to Collect:
- Your Personal Details: Your full name, address, contact number, and any relevant account numbers (e.g., current account, mortgage, policy number).
- A Clear Description of the Issue: What exactly went wrong? Be specific. Instead of "bad service," describe what made the service bad.
- When it Happened: Precise dates and times are incredibly helpful. If it was a series of events, list them chronologically.
- Who You Spoke To (if applicable): If you've already tried to resolve the issue, note down the names of staff members you spoke with, the dates, and what was discussed.
- Supporting Documents: This is critical. Include copies of any relevant statements, letters, emails, receipts, or policy documents. For example, if it's an insurance claim, include photos if they support your case.
- What You Want to Achieve: Do you want an apology? A refund? The issue fixed? Be clear about your desired outcome.
Remember: The more prepared you are, the smoother the process will be!
Step 2: Initial Contact with Nationwide (Direct Resolution)
Nationwide offers several channels for you to lodge your initial complaint. Choose the method that you find most convenient and appropriate for the nature of your complaint.
Tip: Read slowly to catch the finer details.
Sub-heading 2.1: Online Chat (Quickest Way for Many)
For many complaints, especially those about current accounts, the online chat function is often the quickest and most convenient option.
- How to do it: Visit the Nationwide website and look for the "Chat with us" button (often a blue button on the bottom right of the screen).
- Availability: Live chat for complaints is generally available 24 hours a day, 7 days a week.
- Tips: Be prepared to type out your complaint clearly. You may be connected with a virtual assistant initially, but you can typically request to speak with a human advisor if your query requires it.
Sub-heading 2.2: By Phone (For Direct Conversation)
If you prefer to speak directly with someone, calling Nationwide is an excellent choice. Different phone numbers and opening hours apply depending on the type of product your complaint relates to.
- General Enquiries/Customer Relations: 1-888-999-2018 (8 a.m. – 6 p.m. ET weekdays) - While this is a general customer relations line, they can often direct you to the correct department or help initiate a complaint.
- Current Accounts: 0800 30 20 15 (if calling from the UK) or +44 1793 65 67 89 (if calling from abroad). Opening hours are typically Monday to Saturday, 8 am to 8 pm, and Sunday, 9 am to 5 pm.
- Savings and Mortgages: Check the Nationwide website for specific numbers, but often the general banking line can assist or redirect you. Typical hours are Monday to Friday, 8 am to 6 pm, and Saturday, 9 am to 2 pm.
- Specific Claims (e.g., Auto, Property, Life Insurance): There are specific claim numbers for different types of insurance (e.g., 1-800-421-3535 for auto/property claims, 1-800-848-6331 for life insurance). It's best to check the "Help Center Resources and Contact Information" section of the Nationwide website for the most accurate number related to your specific claim.
- Tips: Have your account details ready. Be polite but firm, and clearly explain your issue and what resolution you seek. Take notes of the date, time, and the name of the person you spoke with.
Sub-heading 2.3: By Letter (For Formal Documentation)
If you prefer a written record or have a complex complaint, sending a letter is a formal and effective way to complain.
- What to include: Your name, address, account details, a phone number (if you're happy for them to call), a detailed explanation of what happened and when, and what you would like them to do to resolve it. Do not send your 16-digit card number in writing.
- Where to send it:
- For general complaints: The Complaints Team, Nationwide Building Society, NW 2020, Swindon, SN38 1NW.
- Nationwide Head Office: Nationwide Building Society, Nationwide House, Pipers Way, Swindon, SN38 1NW.
- Tips: Keep a copy of the letter for your records. Consider sending it via recorded delivery for proof of postage.
Sub-heading 2.4: In Branch (Face-to-Face Interaction)
For a personal touch, you can visit your nearest Nationwide branch. This is particularly useful if you have documents to show or feel that a face-to-face conversation will help convey the nuances of your complaint.
- How to do it: Use the Nationwide branch finder to locate your nearest branch and check their opening hours.
- Tips: Be prepared to explain your complaint clearly to a staff member. They may have a dedicated complaints process in place or direct you to the appropriate contact method. Request a reference number for your complaint.
Step 3: Nationwide's Complaint Handling Process
Once you've lodged your complaint, Nationwide has a structured process to ensure it's handled efficiently.
Tip: Read carefully — skimming skips meaning.
Sub-heading 3.1: Acknowledgement
- Nationwide aims to resolve complaints immediately. If they can't, they will send you a written acknowledgement within a few working days (typically within 3-5 business days).
- This acknowledgement should include details of who is handling your complaint and when you can expect a further response.
- For payment transaction complaints, they aim to resolve them as soon as possible, no later than 15 days, or in exceptional circumstances, 35 days. For other matters, allow up to 56 days.
Sub-heading 3.2: Investigation
- Nationwide will investigate your complaint thoroughly and impartially. This may involve reviewing records, speaking with staff members, and contacting third parties if necessary.
- They will keep you informed of their progress, especially if the complaint is complex and requires more time.
Sub-heading 3.3: Final Response
- Once their investigation is complete, you will receive a Final Response letter. This letter will outline:
- The details of their investigation.
- Their decision regarding your complaint.
- Any next steps or redress offered (e.g., compensation, corrective action).
- Information about the Financial Ombudsman Service (FOS) if you remain dissatisfied.
Nationwide is committed to resolving your complaint fairly and without undue delay.
Step 4: Escalating Your Complaint (If You're Still Not Satisfied)
If you've received Nationwide's Final Response and are still unhappy with the outcome, or if eight weeks have passed since you first lodged your complaint and you haven't received a final response, you have the right to escalate your complaint to an independent body.
Sub-heading 4.1: The Financial Ombudsman Service (FOS)
The Financial Ombudsman Service (FOS) is a free and independent service that resolves disputes between consumers and financial service providers.
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- When to contact them:
- After you have received a Final Response letter from Nationwide and you are still not satisfied.
- If Nationwide has not issued a Final Response within eight weeks of your initial complaint.
- How to contact them:
- Online form: Visit the FOS website (www.financial-ombudsman.org.uk) and use their online complaint form.
- Phone: 0800 023 4567 (free from most landlines and mobiles) or 0300 123 9123 (cheaper for mobile users). If calling from abroad, use +44 2079 64 05 00.
- Email: complaint.info@financial-ombudsman.org.uk
- Letter: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- What they need: They will require details of your complaint, any supporting documentation, and Nationwide's Final Response letter (if you have one).
- Important Note: You usually have six months from the date of Nationwide's Final Response letter to refer your complaint to the FOS. If you miss this deadline, you may lose the right to use their service.
The FOS will review your case impartially and make a decision based on what they believe is fair and reasonable.
Frequently Asked Questions (FAQs)
Here are 10 common questions about making a complaint to Nationwide, along with quick answers:
Tip: Write down what you learned.
How to start a complaint with Nationwide?
The quickest ways are usually online chat or by calling their customer service lines specific to the product (e.g., current accounts, mortgages). You can also write a letter or visit a branch.
How to get a reference number for my Nationwide complaint?
Always ask for a reference number when you make your complaint, regardless of the method you use (phone, chat, or in person). If you send a letter, they should provide one in their acknowledgement.
How to know if Nationwide has received my complaint?
Nationwide will send you a written acknowledgement within 3-5 business days of receiving your complaint if they cannot resolve it immediately.
How to track the progress of my Nationwide complaint?
You can usually contact the person or department listed in your acknowledgement letter, or use your reference number when contacting general customer service.
How to complain about a specific Nationwide product like a mortgage?
While you can use general complaint channels, it's often best to call the specific department related to your product (e.g., mortgage customer service) as they will have direct access to your details and specialists.
QuickTip: Read section by section for better flow.
How to escalate my complaint if Nationwide doesn't resolve it?
If you're not satisfied with Nationwide's Final Response, or if 8 weeks have passed without a response, you can escalate your complaint to the Financial Ombudsman Service (FOS).
How to contact the Financial Ombudsman Service about Nationwide?
You can contact the FOS via their website, phone (0800 023 4567), email (complaint.info@financial-ombudsman.org.uk), or by post.
How to prepare documentation for a Nationwide complaint?
Gather all relevant personal details, account numbers, dates, a clear description of the issue, names of people you've spoken to, and copies of any supporting documents (statements, letters, photos).
How to ensure my complaint is taken seriously by Nationwide?
Be clear, concise, and provide all necessary information and supporting evidence. Follow the steps outlined in this guide and be persistent but polite.
How to get compensation from Nationwide for a complaint?
If Nationwide finds they are at fault and you have suffered a financial loss or significant inconvenience, they may offer compensation as part of their final resolution. If not, the Financial Ombudsman Service can order compensation if they uphold your complaint.
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