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Nationwide Building Society
Legal entity: Nationwide Building Society
Group: Nationwide Building Society
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
4,266banking decisions
25.2%uphold rate
3,192not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 4,266 | 25.2% |
| Payment protection insurance | 2,616 | 19.0% |
| Investments and pensions | 141 | 27.7% |
| Insurance (excluding PPI) | 39 | 17.9% |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Service failure | 670 | 274 | 40.9% |
| Complaint handling | 651 | 197 | 30.3% |
| Mortgage administration | 539 | 144 | 26.7% |
| APP scam refund refused | 480 | 114 | 23.8% |
| Account closed or refused | 426 | 89 | 20.9% |
| Card dispute or chargeback | 372 | 85 | 22.8% |
| Credit file reporting | 334 | 111 | 33.2% |
| Charges and fees | 322 | 100 | 31.1% |
| Unauthorised transaction | 310 | 81 | 26.1% |
| Funds blocked or frozen | 305 | 79 | 25.9% |
| Payment delayed or failed | 282 | 89 | 31.6% |
| Irresponsible lending | 245 | 80 | 32.7% |
| Product mis-sold | 211 | 54 | 25.6% |
| Support for vulnerable customers | 197 | 59 | 29.9% |
| Interest and rates | 160 | 44 | 27.5% |
| Treatment in financial difficulty | 129 | 34 | 26.4% |
| Identity checks and access | 113 | 19 | 16.8% |
| Data and privacy | 85 | 21 | 24.7% |
| Bereavement and power of attorney | 49 | 10 | 20.4% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-04-01 to 2025-09-30 | 52.4% | 63,947 | 65,216 | — |
| FCA | 2025-H1 2024-10-05 to 2025-03-31 | 51.2% | 61,048 | 60,313 | — |
| FCA | 2024-H2 2024-04-05 to 2024-10-04 | 53.3% | 58,563 | 57,858 | — |
| FCA | 2024-H1 2023-10-05 to 2024-04-04 | 52.8% | 56,809 | 55,806 | — |
| FCA | 2023-H2 2023-04-05 to 2023-09-30 | 46.5% | 46,352 | 46,520 | — |
| FCA | 2023-H1 2022-10-01 to 2023-04-04 | 49.5% | 47,208 | 47,962 | — |
| FCA | 2022-H2 2022-04-05 to 2022-10-04 | 47.4% | 44,281 | 45,119 | — |
| FCA | 2022-H1 2021-10-05 to 2022-04-04 | 57.1% | 51,982 | 51,213 | — |
| FOS | 2025-H2 | 25.0% | — | — | 2,734 |
| FOS | 2025-H1 | 25.2% | — | — | 1,601 |
| FOS | 2024-H2 | 27.0% | — | — | 1,528 |
| FOS | 2024-H1 | 27.9% | — | — | 1,459 |
| FOS | 2023-H2 | 26.0% | — | — | 1,442 |
| FOS | 2023-H1 | 28.2% | — | — | 1,489 |
| FOS | 2022-H2 | 27.8% | — | — | 1,231 |
| FOS | 2022-H1 | 34.0% | — | — | 1,011 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 11 Dec 2025 | £44,078,500 | This Final Notice refers to breaches of Principle 3, and associated breaches of SYSC rules 6.1.1R and 6.3.1R pursuant to section 206 of the Act. We imposed a financial penalty. |
Context
Open Banking API availability
Mean of the unweighted figure across endpoint categories, as published by Open Banking. Unweighted takes the worst endpoint per day, so it reflects what a customer hits rather than a volume-weighted average that healthy endpoints can carry.
2026-07: 99.90%
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.