Complaints about Nationwide’s Fairer Share Payment scheme

Latest update: November 2023 

We have been asked by some Nationwide members to investigate complaints about Nationwide’s Fairer Share Payment scheme. Under the scheme, certain members of Nationwide whose accounts meet the eligibility criteria, as set out in the terms and conditions, are eligible for a payment of £100. 

We have been considering whether complaints about this activity fall under our jurisdiction.  

The rules that govern our service set out the businesses and activities the Financial Ombudsman Service can consider complaints about. The distribution of profits – which is what the Fairer Share Payment scheme involves – is not an activity we can consider complaints about.  

If you are a Nationwide member and your complaint concerns the setting of the eligibility criteria of the scheme, how it was advertised, the amount of the payment or how it was paid, your complaint is unlikely to fall within our jurisdiction.   

However, if there was an issue with your account which prevented you from meeting the eligibility criteria, we may be able to help.  

We always give businesses the chance to resolve issues before we investigate, so customers will need to complain to Nationwide first before we consider a case.  

We publish further information about making a complaint about a bank or savings account, the type of complaints we see and how we can help. 

You can find our previous updates to this news story below: