Nationwide simplifies PPI complaints process

Nationwide Building Society has announced several proactive measures to help customers make Payment Protection Insurance (PPI) complaints more easily.

Nationwide has focused on providing simple signposts on its website for customers, thereby helping them to find information and template forms more easily. Improvements include:

creating a dedicated easy to understand PPI complaints page which includes the ability to submit a complaint on line

adding link through from related sections such as complaints processes and support pages

making it easier to search for relevant pages via the search facility on the home page

In addition:

Nationwide actively publishes its Financial Ombudsman Service (FOS) complaints data on its website for customers

Nationwide has some of the lowest complaints figures in the industry, it is 81% better than the industry average in dealing with PPI complaints and 60% better in overall complaints

Jenny Groves, Nationwide's Divisional Director of Customer Experience, said: "We know that consumers want clarity from the industry around how to make a PPI complaint.  Many customers have been using claims management firms which often take a percentage of their claim as a fee, and in some cases this has been as high as 30%.  In fact it can often be easier and more cost effective for them to make a direct complaint to their provider."

"We have been proactively working with Which? and Moneysavingexpert to find ways to make the process of making a direct complaint as easy as possible for our customers. We have already made some good progress on this and have made changes to our website to help customers."