Nationwide Building Society

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Service quality indicators

As part of a regulatory requirement, an independent survey was conducted to ask customers of the 17 largest personal current account providers for Great Britain and 11 largest personal current account providers for Northern Ireland if they would recommend their provider to friends and family.

We have published this information at the request of the Competition and Markets Authority so you can compare the overall quality of service from personal current account providers.

We asked customers how likely they would be to recommend their personal current account provider to friends and family.

Overall service quality – Great Britain

There’s more information to help you compare providers in the Competition and Markets Authority service quality results:

Overall service quality – Northern Ireland

There’s more information to help you compare providers in the Competition and Markets Authority service quality results:

Financial Conduct Authority Service Quality Metrics

The requirement to publish the Financial Conduct Authority Service Quality Information for personal current accounts can be found on our Nationwide Service Quality Metrics page.


Authorised push payment (APP) scams rankings in 2023

Authorised push payment (APP) scams happen when someone is tricked into transferring money to a fraudster's bank account.

These charts use data given to the Payment Systems Regulator (PSR) by major banking groups in the UK in 2023.

You can read the full report by visiting www.psr.org.uk/app-fraud-data.

Share of APP scams refunded

This is the proportion of total APP scam losses that were reimbursed, ranked out of 14 firms.

APP scams sent per £million transactions

This is the amount of money sent from the victim’s account to the scammer, ranked out of 14 firms.

For example, for every £1 million of Nationwide transactions sent in 2023, £219 was lost to APP scams.

APP scams received per £million transactions: smaller UK banks and payment firms

This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms.

For example, for every £1 million received into consumer accounts at Skrill, £18,550 of it was APP scams.

APP scams received per £million transactions: major UK banks and building societies

This is the amount of money received into the scammer’s account from the victim, ranked out of all UK banks and payment firms.

For example, for every £1 million received into consumer accounts at Nationwide, £128 of it was APP scams.