Nationwide Building Society has moved to help customers make Payment Protection Insurance (PPI) complaints more easily.
Improvements include creating a dedicated PPI complaints page which includes the ability to submit a complaint on line and the addition of a link through from related sections such as complaints processes and support pages.
It has also made it easier to search for relevant pages via the search facility on the home page.
Nationwide is also now publishing its Financial Ombudsman Service (FOS) complaints data on its website for customers. It claims it is 81% better than the industry average in dealing with PPI complaints and 60% better in overall complaints.
“We know that consumers want clarity from the industry around how to make a PPI complaint,” said Jenny Groves, Nationwide’s divisional director of customer experience.
“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.”
