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 3 September 2013 by the FOS for Nationwide (Period January - June 2013). And as the overall figures show, our complaints-handling significantly outperforms the industry average.
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