First class service is what you expect and what we aim to provide
We have very high standards but we are the first to admit that sometimes we make a mistake. If this happens please contact us straightaway and give us the chance to put things right.
Our approach to handling your complaint
We have a complaints procedure in place for handling complaints.
If you have reason to complain, we promise to acknowledge and attempt to resolve the complaint to your satisfaction within 5 business days of receipt. Hopefully we will tell you that the matter has been put right.
However, if we are unable to resolve your complaint within this time we will let you know that your complaint is being looked into further.
Under the provisions of the Consumer Protection Code and the Financial Services Ombudsman Scheme, Nationwide UK (Ireland) is required to deal with your complaint as soon as possible. We believe it is important to resolve any issues as quickly as possible, so we undertake to fully investigate your complaint and will provide you with regular updates on the progress of the investigation at intervals not greater than 20 business days. We will attempt to investigate and resolve your complaint within 40 business days of receipt of the complaint.
Once the investigation is complete, we will let you know the outcome.
If you’re not satisfied
If you are not happy with the answers you’ve been given, let us know and a Senior Manager will be asked to review your concerns and provide you with a final response on behalf of Nationwide UK (Ireland).
In the unlikely event of us being unable to settle your complaint satisfactorily, you can refer it to the Financial Services Ombudsman Scheme.