Unhappy about something?

We’re sorry if you feel things haven’t gone as you’d expected. Let’s work together to understand what happened and put things right.

Start by contacting us with your concerns, and we’ll ask you:

• Your name
• Your address
• Your mortgage account details
• A contact number (if you're happy for us to call you)
• What has happened
• When it happened
• What you’d like us to do to put it right
• Any other relevant information

If you would like to speak to one of our team in person, come and see us in a Nationwide Building Society branch.

Find your nearest branch

Relay UK

Used to be known as Text Relay. Offers confidential text-to-speech and speech-to-text services for those who struggle to use the phone.

You'll need the Relay UK app or a textphone. Dial 18001 followed by the number you want to call. The opening hours will be next to the number.

Find out more about how to use Relay UK

Receiving information in an alternative format

We can send complaint communications to you in large print, audio CD or braille. If you would like to receive communications in any of these formats, please inform us of this when making your complaint.

We’re committed to resolving complaints and helping make things right for our members. We’ll 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, please allow up to 56 days. We’ll keep you informed of our progress throughout.

Depending on how long it takes to resolve your complaint, you'll receive one of the following communications from us:

Communication Type	When will I get this?	What will it tell me?
Summary Resolution Communication	You'll receive this if we've been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint.	This generic letter will let you know your complaint has been resolved. It will tell you about the Financial Ombudsman Service (FOS).
Final Response	If we've been unable to resolve your complaint within 3 working days, we'll send you our Final Response. This is in addition to a letter acknowledging your complaint.	This is a more personalised response, which will outline: Details of our investigation Our decision and If applicable, next steps. It will provide information about the FOS.

Some complaints take longer to resolve. If this is the case, we’ll write to let you know we’re looking at your complaint (and when you can expect to hear from us).

Or we'll give you a complaint reference number to quote and a contact number should you need to get in touch.

If you’re unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free independent service for resolving disputes.

While you can refer your complaint to FOS at any time, they'll need our consent to investigate complaints where we haven’t had the chance to put things right or haven’t exceeded the 56-day time limit allowed to issue our Final Response letter.

Should you decide to refer your complaint after we’ve issued our Final Response, you should do so within six months of the date on our letter.

You can contact the FOS, their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

UK (landline): 0800 0234 567
Mobile: 0300 1239 123
Abroad: +44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk