Make a complaint

If things haven't gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right.

How to make a complaint

If you’d like to make a complaint, the quickest way is to use online chat. You can also contact us by phone, letter or visiting your nearest Nationwide Building Society branch. 

Chat with us

To start a chat, go to the 'How to make a complaint' page on, press the blue 'Chat with us' button at the bottom of your screen.

Live chat, for complaints, is available 24 hours a day, 7 days a week.

Write to us

If you'd like to write to us please include:

  • Your name and address
  • Your mortgage account details
  • A contact number, if you're happy for us to call you
  • What has happened
  • When it happened

Please send your letter to:

The Complaints Team
Nationwide Building Society
NW 2020
Swindon, SN31 1NW

Visit us in branch

If you would like to speak to someone in person, visit 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

The complaints process

We’re committed to resolving complaints and helping make things right. 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.

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.

Summary Resolution Communications

You'll get this if we've been able to resolve your complaint to your satisfaction within 3 working days of receiving your complaint. This generic letter will let you know your complaint has been resolved, and will tell you about the Financial Ombudsman Service.

Final response

We’ll do everything we can to resolve your complaint within 3 working days. But if we can’t do this, we’ll send you a letter acknowledging your complaint. We’ll continue to keep you updated on our progress. As soon as we’ve finished our investigations we’ll send you our Final Response. This is more personalised, and includes:

  • Details of our investigation
  • Our decision, and if applicable, next steps
  • Information about the Financial Ombudsman Service.

How to take your complaint further

If you’re unhappy with our decision and want 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.

You can refer your complaint to the FOS at any time, but they'll need our consent to investigate complaints where:

  • we haven’t had the chance to put things right; and or
  • we haven't exceeded the relevant timescale and haven't sent you our Final Response letter.

You’ll need to refer your complaint within 6 months of the date on our Final Response letter.

Their contact details are:

Financial Ombudsman Service
Exchange Tower
E14 9SR

UK (landline): 0800 0234 567
Mobile: 0300 1239 123
Abroad: +44 20 7964 0500