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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 straight away and give us the chance to put things right.

We promise to acknowledge your complaint within 24 hours following receipt. Hopefully, we will be able to tell you that the matter has been put right. However, if we are unable to resolve your complaint within this time we will write to advise that your complaint is being looked into further.

Your complaint will then be fully investigated by one of our Customer Service Managers and a response will be sent to you within 6 working days.

If a third party supplier, for example, an agent or correspondent bank is involved you will be advised that it may take longer than 6 working days for us to obtain a response from them.

However, we will keep you informed of any progress and a final response will be sent to you within 8 weeks.

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 International.

In the unlikely event of us being unable to settle your complaint to your satisfaction, you can refer it to the Financial Services Ombudsman Scheme for the Isle of Man if you are a personal account holder. Companies are not eligible to use the Scheme.