If something has gone wrong.
We take every complaint seriously and resolve most cases within five working days. Here is what to expect, who to contact and what to do if you are unhappy with our response.
The three-step process.
From the moment your complaint lands with us to the moment you get a final-response letter.
Acknowledgement
We acknowledge every complaint in writing within three working days, naming the case-handler assigned to you.
Investigation
Your case-handler reviews the file, listens to call recordings if relevant and contacts you if anything is unclear.
Final response
For straightforward cases, a written final response inside five working days. For complex cases, inside eight weeks with updates en route.
Putting things right.
Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can. In addition, we will take steps where appropriate to prevent a recurrence. We do our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction.
Please send us
Your name, address, phone number and email address. Your account number. What has gone wrong. What you would like us to do to resolve the issue.
Email complaints only
For ALL complaints please email complaints@nationwidefinance.co.uk. We can only acknowledge and answer complaints that are emailed to this address. If you email, phone or write to any other address your complaint will unfortunately not be registered and will not be answered, so please use the correct email address.
Our response
Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement within 3 days of receipt, undertake a full investigation addressing all the points you raise, and do our best to reply with our written response by post or email within 30 business days.
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