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