How to Complain About Nationwide

Company Overview

Industry: Finance — building society / retail banking
Parent company: None — member-owned mutual (owns Virgin Money since Oct 2024)
Regulator: Financial Conduct Authority and Prudential Regulation Authority (FRN 106078)
Ombudsman: Financial Ombudsman Service
Customers: Over 16 million members
Founded: 1846
Legal entity: Nationwide Building Society (mutual; Mutuals Public Register no. 355B)

1.94per 1,000Banking & credit-card complaints per 1,000 accounts
99.7%Banking & credit-card complaints closed within 8 weeks

What customers complain about

Customers most often complain to Nationwide Building Society about banking and credit-card issues, which make up the bulk of its complaint volume; the society records 'general admin/customer service' as the single biggest cause of complaints across every product category. Mortgage (home finance) complaints, though far fewer, are more likely to take longer than three working days to resolve. Complaints are also raised about insurance/protection, investments and credit-related products. Nationwide resolves many banking complaints quickly (around half within three working days) but upholds roughly half of the banking and mortgage complaints it closes. You complain directly to Nationwide via chat, phone, a branch or post; email cannot be used to register a complaint. If you are unhappy with the final response, you can refer the matter free of charge to the Financial Ombudsman Service within six months.

Complaint categories

1
Banking & current-account issues
The largest share of Nationwide's complaints relates to banking and credit-card products, with 63,947 complaints opened in the six months to 30 September 2025 — a rate of 1.94 per 1,000 accounts. Around 52% of those closed were upheld.
Nationwide published complaints data, 1 Apr–30 Sep 2025.
2
General admin & customer service
Nationwide records 'general admin/customer service' as the single biggest recorded cause of complaints across every product category — pointing to process, servicing and communication issues rather than a specific product fault.
Nationwide published complaints data (primary cause), 1 Apr–30 Sep 2025.
3
Mortgage / home-finance handling
Home-finance complaints are far fewer (5,263 opened) but proportionally higher per account (3.24 per 1,000) and take longer to resolve — only about 31% were closed within three working days, versus around 51% for banking.
Nationwide published complaints data, 1 Apr–30 Sep 2025.
4
Fraud & APP scam claims
Authorised push payment (APP) scam claims are handled under the mandatory reimbursement rules in force since 7 October 2024; Nationwide waives the £100 excess it could otherwise deduct.
Nationwide 'New Regulator rules for APP scam refunds' page and PSR reimbursement rules.

Latest statistics

63,947Banking & credit-card complaints opened1 Apr–30 Sep 2025
99.7%Banking & credit-card complaints closed within 8 weeks1 Apr–30 Sep 2025

Figures are Nationwide Building Society's own published complaints data for the reporting period 1 April 2025 to 30 September 2025 (the six-month FCA DISP return). 'Per 1,000 accounts' rates and product splits are as published by Nationwide; The Mortgage Works (a Nationwide subsidiary) reports separately. Upheld percentages relate to complaints closed in the period.

Contact methods

Complaint journey

1
Contact Nationwide
Raise your complaint through chat, phone, a branch or post.
Typical responseImmediate
What happens
Start by contacting Nationwide directly. It says online chat is the quickest route and is available 24/7 for general enquiries; you can also call 0800 30 20 15, visit any branch, or write to The Complaints Team, NW 2020, Swindon SN38 1NW. You cannot register a complaint by email. Give your name, account details, what happened and when, and a contact number if you are happy to be called.
2
Nationwide investigates
Nationwide reviews your complaint and may resolve it quickly.
Typical response3 working days
What happens
Nationwide logs and investigates your complaint. If it can put things right to your satisfaction quickly, it aims to do so within three working days and sends a Summary Resolution Communication. In the six months to 30 September 2025, around half of banking complaints were closed within three working days.
3
Final response
You receive Nationwide's final decision in writing.
Typical response8 weeks
What happens
If the complaint is not resolved within three working days, Nationwide continues to investigate and issues a Final Response letter setting out its findings and any offer. Payment-service complaints must be resolved as soon as possible and no later than 15 business days (35 in exceptional cases); other complaints must have a final response within eight weeks.
4
Escalate to the Financial Ombudsman
Take an unresolved complaint to the free, independent ombudsman.
Typical responseWithin 6 months
What happens
If you are unhappy with the Final Response, or eight weeks pass without one, you can refer the complaint free of charge to the Financial Ombudsman Service. You normally have six months from the date of the Final Response letter to do so. The ombudsman is independent of both Nationwide and the FCA and can make binding decisions.

Response times

Nationwide aims to resolve straightforward complaints within three working days, confirming this with a Summary Resolution Communication. Where a complaint needs longer, it issues a Final Response letter — for payment-service complaints as soon as possible and by no later than 15 business days (or 35 in exceptional circumstances), and for other complaints within the regulator's eight-week limit. In the six months to 30 September 2025, Nationwide closed roughly 51% of banking & credit-card complaints within three working days and almost all (about 99.7%) within eight weeks; mortgage complaints were slower, with around 31% closed within three working days.

If your complaint isn’t resolved

If Nationwide can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Recent news

12 December 2025
The FCA fined Nationwide Building Society £44,078,500 for failings in its anti-money-laundering systems and controls between October 2016 and July 2021, including inadequate customer due diligence and transaction monitoring on personal current accounts.
Read more
1 October 2024
Nationwide completed its £2.9bn acquisition of Virgin Money UK plc, creating the UK's second-largest provider of mortgages and savings; Virgin Money became a subsidiary and is being integrated over several years.
Read more
7 October 2024
New Payment Systems Regulator rules made reimbursement of most authorised push payment (APP) scam victims mandatory for payments up to £85,000; Nationwide applies these and waives the £100 excess firms may otherwise deduct.
Read more

Earlier cases

14 February 2007
Historic: the Financial Services Authority (the FCA's predecessor) fined Nationwide £980,000 after a laptop containing customer data was stolen from an employee's home, finding the society lacked effective information-security systems and controls.
Read more

Know your rights

Financial Services and Markets Act 2000 / FCA DISP rules
As an FCA-regulated firm, Nationwide must handle complaints under the DISP rules — acknowledging, investigating and issuing a final response within eight weeks, and telling you about your right to the Financial Ombudsman Service. This is general information, not legal advice.
Payment Services Regulations 2017 & PSR APP reimbursement rules (from 7 Oct 2024)
For unauthorised or disputed payments and for APP scam claims on Faster Payments/CHAPS, Nationwide must investigate promptly and, for eligible scam claims, reimburse many victims within set timeframes; Nationwide waives the £100 excess. This is general information, not legal advice.
Consumer Duty (FCA)
The FCA's Consumer Duty requires Nationwide to deliver good outcomes and to support customers who complain, including those in vulnerable circumstances. This is general information, not legal advice.

Frequently asked questions

Can I complain to Nationwide by email?

No. Nationwide states it cannot register complaints over email. Use its 24/7 online chat, call 0800 30 20 15, visit a branch, or write to The Complaints Team, NW 2020, Swindon SN38 1NW.

How long does Nationwide take to respond to a complaint?

Nationwide aims to resolve simple complaints within three working days (a Summary Resolution Communication). Otherwise it issues a Final Response — within 15 business days for payment-service complaints and within eight weeks for other complaints.

What if I am unhappy with Nationwide's final response?

You can refer the complaint free of charge to the Financial Ombudsman Service, normally within six months of the date on Nationwide's final-response letter.

Is Nationwide a bank?

No. Nationwide is a mutual building society owned by its 16 million-plus members, with no shareholders. It appears on the FCA Mutuals Public Register (society no. 355B) and is regulated under FRN 106078.

I was scammed into making a payment — will Nationwide refund me?

Under the rules in force since 7 October 2024, Nationwide must reimburse most eligible authorised push payment (APP) scam victims for Faster Payments/CHAPS up to £85,000, and it waives the £100 excess. Eligibility depends on the circumstances of the scam.

My product is with Virgin Money — do I complain to Nationwide?

Not necessarily. Although Nationwide acquired Virgin Money in October 2024, Virgin Money-branded products currently have their own complaints route, so check which entity holds your product before complaining.

Nationwide