Between April 2012 and December 2023, 131 customers holding mortgage PPI policies with Nationwide were given incorrect information in one field of their annual review statements. The field, which provided the amount of monthly payment covered by the policy, only contained the mortgage element of cover. Any additional cover the customer held was not included in that field. Providing customers with incorrect information on what a policy covers could have led them to make different decisions about keeping their policy compared to if they received the correct information.  



Nationwide has since withdrawn all of its PPI products, and has written to each of its former policyholders who may have taken a decision to end their PPI policy on the basis of the incorrect information.

CMA investigates Nationwide for misleading PPI customers

Between April 2012 and December 2023, 131 customers with mortgage PPI policies from Nationwide received incorrect information in their annual review statements. The information provided only covered the mortgage element of the monthly payment, omitting any additional cover the customers had.

This inaccurate information could have influenced customers' decisions about retaining their policies, potentially leading to different choices had they been given the correct details.

Nationwide has ceased offering PPI products and has contacted former policyholders who might have terminated their policies based on the inaccurate information.



CMA investigates Nationwide for misleading PPI customers

Nationwide is under scrutiny for providing inaccurate information to 131 mortgage PPI customers between 2012 and 2023, potentially influencing their decisions on policy retention.