Resolving disputes

The Financial Ombudsman Service (FOS) provides consumers with a free, independent service for resolving disputes with financial firms.

We do our utmost to resolve complaints directly, saving our customers the trouble of appealing to the ombudsman. But when a customer makes a complaint and we can't reach an agreement, the FOS can be asked to make an independent assessment.

The lower the percentage of such complaints upheld by the FOS, the better a firm's complaints-handling.

Here are the latest figures published on 6 September 2016 by the FOS for Nationwide.

% of cases overturned by FOS, January - June 2016

Nationwide Industry Average Difference*
Overall figures15%48%+33
Banking28%29%+1
Home finance32%45%+13
PPI10%57%+47
Insurance16%32%+16
Retirement FinanceN/A**30%N/A**

* Difference calculated in percentage points

**FOS figures show no data in Retirement finance for January - June 2016 for Nationwide. This occurs because either there were no cases or there were fewer than 30 cases and the percentages would not be statistically meaningful.

Tracking complaints

We're committed to handling complaints rapidly and fairly

See the FCA chart

Measuring satisfaction

What do you think of our service? We regularly ask customers how we’re doing.

See Service Tracker

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