Use this letter to raise a clear, concise complaint about Nationwide Credit Card. Set out what went wrong, how it affected you, and what you want them to do to resolve it.
What this letter should achieve
- Explain the issue and your timeline of events in a straightforward way.
- Identify the specific transactions, dates, and amounts involved.
- State the impact on you (for example, stress, inconvenience, or out-of-pocket costs).
- Ask for a practical resolution, such as a refund, reversal of fees, interest adjustment, or a written explanation.
- Request a full investigation under their complaints process and for updates in writing.
- Reference the documents and evidence you are providing.
Common issues people complain about
- Disputed transaction
- Fraud claim (unauthorised use)
- Chargeback rejection
- Section 75 claim
- Interest dispute
What to include
- Your full name, address, and best contact details, plus the last four digits of your card number.
- Clear summary of the problem, when it started, and what you have done so far.
- Key facts: dates, times, merchant names, amounts, and any reference numbers.
- Copies of relevant messages, statements, screenshots, and any prior responses from Nationwide Credit Card.
- What outcome you want and why that outcome would be fair.
Evidence: Transaction details, timeline, supporting documents, complaint reference.
Escalation and timeframes
Allow up to 8 weeks for a final response. If you are not satisfied with the outcome, or you do not receive a final response in that timeframe, you can consider escalating your complaint to the Financial Ombudsman Service (FOS). Keep copies of everything you send and receive.
Practical tips
- Be factual and stick to what you can evidence; avoid speculation or emotive language.
- Use short paragraphs or bullet points so your key points are easy to follow.
- Label attachments clearly (for example: “Statement-May-[YYYY]”, “Chat-log-[DATE]”).
- Redact sensitive data you do not need to share (for example, full card numbers).
- Send via a trackable method or the secure message centre and keep proof of delivery.
- If you discuss the matter by phone, follow up in writing with a brief summary.
- Do not send originals; provide legible copies.
- Finish with a concise statement of the remedy you are seeking.