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622 customer reviews on Nation Wide on Trustpilot


02/03/2018
by Ben Miller

1 stars

I am a regular flex account user

I am a regular flex account user. A nationwide atm has swollowed my card for no reason and I can’t access any funds until I receive a new card. Don’t...Read more

I am a regular flex account user. A nationwide atm has swollowed my card for no reason and I can’t access any funds until I receive a new card. Don’t bank with them!

02/02/2018
by Paul

1 stars

Recommend a Friend

Recommend a Friend - I did but neither of us got our cash. I complained - fobbed off. Went into the Grantham branch and spoke to the Manager Matthew...Read more

Recommend a Friend - I did but neither of us got our cash. I complained - fobbed off. Went into the Grantham branch and spoke to the Manager Matthew Klewzyc. He fobbed me off. I emailed him, and he pretended not to remember our conversation. Rip off merchants. Account is now going to be closed.

12/06/2017
by m quant

2 stars

where is my replacement debit card....!!…

Ordered a replacement debit card in September 2017 to have con tactless one. never received it. as it is only used for certain things I forgot to follow...Read more

Ordered a replacement debit card in September 2017 to have con tactless one. never received it. as it is only used for certain things I forgot to follow up. Beginning of Nov. ordered it again - told 10-14 working days. Called into branch to inquire about not receiving the card. only to be told it should be with you shortly...nobody wanted to help track where or what date it was sent. Tried to get a mini statement this week and card has been blocked. Spoke to customer care person and was told. The new card hadn't been activated ..so old one is blocked.after telling her that I hadn't received it. I lodged a formal complaint and was kept waiting all afternoon for a call back from the manager but hey ho he/she was in a meeting all afternoon.- was informed at 5pm by the customer care person..... Is there any customer care...?


More reviews

02/04/2018
by Ian Macafee

5 stars

Been with several banks but now happy …

Been with several banks but now happy with Nationwide. Easy to use internet banking and good service in branch. Also no greedy shareholders.

02/02/2018
by Safia Graham

1 stars

JUST GO TO BARCLAYS!!!!!!!!!PLEASEEEEEEPLEASEI BEG

Awful. DO NOT SIGN UP TO NATIONWIDE. I had £120 taken from my bank and because I am 18 and sound young on the phone they have given me a new card and...Read more

Awful. DO NOT SIGN UP TO NATIONWIDE. I had £120 taken from my bank and because I am 18 and sound young on the phone they have given me a new card and lied about terms and conditions to save themselves £120. Pathetic, the woman on the phone was incompetent, rude and even went on to accuse my Mother at CAMBRIDGE UNIVERSITY, with a pHd in water science of stealing the money. I am so disgusted by this horrible experience I am going to put my reviews everywhere everyday until nobody wants to be with nationwide. THE FACT THAT THEY ARE MANIPULATING YOUNG CUSTOMERS INTO SAYING THAT SOMEONE MAY HAVE YOUR PIN WHEN REALLY SOMEONES ROBBED ME AND NATIONWIDE LET IT HAPPEN. I am therefore going to use the Nationwide branch in Oxfordshire as my latest canvas for my art, which will say on the front of the building in big pink writing IF YOUR BANK CARD GETS STOLEN WE WILL SEND YOU A NEW ONE AND TRY TO GET OUT OF REFUNDING YOU THE MONEY WE OWE YOU.

02/01/2018
by Erica Howard

1 stars

Dorchester Nationwide ignorant of Nationwide procedures

Went into Dorchester branch with a cheque in my maiden name, had marriage certificate with me as I suspected this would be needed to enable me to bank the...Read more

Went into Dorchester branch with a cheque in my maiden name, had marriage certificate with me as I suspected this would be needed to enable me to bank the cheque. Told by a Nationwide employee and the Dorchester branch manager that this would not be possible. Expresed incredulity and disgust as couldn't believe this was an unusual request and that nothing could be done. "The clearers will reject it I was told". Seems that there is a process for dealing with such cheques and a marriage certificate is all additional documentation that was required. Shame Dorchester Nationwide employees didn't know about their own procedures.

02/01/2018
by Anna

1 stars

Absolutely atrocious customer service at Coventry Payment Services Directive 2 Department.

Absolutely atrocious customer service. If I could rate them nil stars I would! Received a letter at my home address this morning with someone else's name...Read more

Absolutely atrocious customer service. If I could rate them nil stars I would! Received a letter at my home address this morning with someone else's name on it (there has been no one else other than family living at this address for 70 years). Mistakenly though I might get an apology and an explanation but just a rather pathetic excuse re a 'database error'! I was told that I would have to write to them regarding this as they couldn't do anything over the phone (even put me through to anyone who was willing to deal with it). Strange, but I was always taught that if I made a mistake, I was the one who had a duty to put it right. I was also told that if i wrote a letter I would receive no form of confirmation that my address details had been removed or that there had been no breach of data protection or fraudulent activity linked to my address. Totally unacceptable. Get your act together Nationwide please.

02/01/2018
by Kay Godden

1 stars

Worst company ever they lost our …

Worst company ever they lost our mortgage application. For nearly a year with constant chasing by us before finally sorting it out now we're on a rubbish...Read more

Worst company ever they lost our mortgage application. For nearly a year with constant chasing by us before finally sorting it out now we're on a rubbish rate. They are making a fortune from us. It costs too much to change, Also I would like other opinions on their advert it's nauseating I have to turn over. They like to make out they're fantastic but are just as bad as the banks

01/31/2018
by Ivan

1 stars

Pathetic Bank Stuck In 1990

This 'financial institution' just simply isn't in a position to offer banking services in 2018. 1) Requirement to mail any kind of change of details...Read more

This 'financial institution' just simply isn't in a position to offer banking services in 2018. 1) Requirement to mail any kind of change of details such as phone number, change of passwords etc 2) Online banking lacks basic functionality (e.g. transfer money outside of Nationwide - i.e. friends family members) 3) Lack of basic understanding of their own products (e.e. transfer limits, ability to move money to you own account in another bank or another persons account within Nationwide) 4) Friendly but entirely useless staff - not their fault perhaps but the bureaucratic disaster that they work within. Overall I would recommend no one ever bank here again. Many other banks offer normal banking experiences as standard. There is not one reason to useNationwide in 2018. Disgraceful.

01/31/2018
by Alayna

5 stars

Crewkerne Branch Amazing

Crewkerne Branch Amazing I have banked here for many years, so did my parents before they died. Staff are friendly, helpful and expedient when opening new...Read more

Crewkerne Branch Amazing I have banked here for many years, so did my parents before they died. Staff are friendly, helpful and expedient when opening new accounts and dealing with any questions you may have. Jill is our favourite, but everyone fab. Perhaps other branches should send their staff there to be trained

01/30/2018
by Arly

1 stars

complicated people

i show them bank statement s first page as proof of address and they demand to see the statement, hm i wonder why the need to see my personal withdrawals...Read more

i show them bank statement s first page as proof of address and they demand to see the statement, hm i wonder why the need to see my personal withdrawals and bill payment when on the 1st page there already is my address!!!??? what about my right to privacy,? so complicated to open a bank account, i opened with Halifax and TSB straight afterwards, and no hassle! been there twice in vain after waiting on the queue for ages, well their loss!

01/29/2018
by Naz Ah

1 stars

Rude staff , empty promises for referral rewards ,awful insurance,poor customer service and incompetent complaint team

Rude and unfriendly staff in Kensington branch, aggressive response to my complaint by the area director deputy, cheating customers by referral rewards,...Read more

Rude and unfriendly staff in Kensington branch, aggressive response to my complaint by the area director deputy, cheating customers by referral rewards, awful travel insurance by Nationwide can not be trusted, avoid Nationwide , don’t trust their empty promises, worst bank in the uk

01/28/2018
by Lee Blythe

1 stars

Nationwide Customer Service

Nationwide Customer Service, what a joke, I have a £250 overdraft limit on my account yet they allowed a company to debit my account nearly £500 sending...Read more

Nationwide Customer Service, what a joke, I have a £250 overdraft limit on my account yet they allowed a company to debit my account nearly £500 sending me over my overdraft limit and taking all of my funds, I spent two hours on the phone complaining that this transaction was not authorised yet they would do nothing except open a dispute, no money to buy food and groceries, no money for the bills going out, disgusting customer service then they told me they would return the bills due unpaid which will add charges and could lead to an unpaid loan which could put a black mark on my credit history for falling my monthly payment.

01/26/2018
by Jeremy Lange

1 stars

Couldn't open a bank account online

Couldn't open a bank account online. Tried on three occasions, from three different computers. Only explanation given was "We're sorry but there...Read more

Couldn't open a bank account online. Tried on three occasions, from three different computers. Only explanation given was "We're sorry but there seems to be a technical problem. Please try again later." Local branch wasn't able to offer an appointment so went elsewhere. Unbelievable!

01/25/2018
by G

5 stars

I like to give credit where it's due …

I like to give credit where it's due which is why i've given Nationwide 5 stars. I have switched everything over to them including my mortgage. Their...Read more

I like to give credit where it's due which is why i've given Nationwide 5 stars. I have switched everything over to them including my mortgage. Their rates are reasonable and i like their customer service. Also their banking app is superb, one of my most used apps in fact. i can recommend Nationwide

01/24/2018
by Marcus Gibbons

1 stars

A shockingly bad current account.

A shockingly bad current account. Internet banking interface is byzantine and shamefully ugly. It also won't let me make wire transfers without using the...Read more

A shockingly bad current account. Internet banking interface is byzantine and shamefully ugly. It also won't let me make wire transfers without using the card reader, which arrived broken. Wasn't given the option of address to send a replacement card to, and changing the address requires use of the card reader (catch-22? Nice work UX-team.) The £100 "switching reward" is also a con as no funds have been received to date, over a month later. To top it off, customer service is nearly impossible to reach. I did not know a product could be this crap in 2018. Thank you Nationwide for teaching me something. Caveat emptor...

01/23/2018
by Will G

1 stars

DO NOT APPLY FOR A MORTGAGE

Applied for a mortgage through Nationwide late last year - sent initial documents in but they asked for further proof - fine. Sent my last lot of...Read more

Applied for a mortgage through Nationwide late last year - sent initial documents in but they asked for further proof - fine. Sent my last lot of documents in on 10/1/2018 called up a week later as I could see online they were still waiting for approval - the lady on the phone raised a note on my file for the docs to be checked within 2 working days. Called back 2 days later on the Friday as I heard nothing, only to be told it would now be the following Monday and STILL Ive heard nothing. 12 days and counting! Ive even been in Branch to see if they can chase it up internally - as usual the staff in branch were lovely but there wasnt much she could do other than confirm the documents had been recieved. The call staff are useless and can't give any useful answers instead they just fob you off and say to wait even longer - I have an offer on a house with a whole chain of people waiting to complete and solicitors and estate agents chasing me for an offer! I can't keep waiting. No one takes any ownership and Ive lost all faith in Nationwide and will be parting all ties with them if this application doesnt proceed. Their mortgage department needs a massive kick up the backside as it lets the whole organisation down, i'm appalled by my treatment and will never recommend them. I appear to have had a similar experience to Janette.

01/23/2018
by Minty

1 stars

Awful account opening process (even as an existing customer!)

Even as an existing customer, opening a new account is a painfully slow near impossible process, (yes even via the apply section after logging into online...Read more

Even as an existing customer, opening a new account is a painfully slow near impossible process, (yes even via the apply section after logging into online banking where my ID status should be confirmed) almost 3 weeks after applying they have successfully failed in getting the correct information to me. It took them 3 weeks to say they need to see my proof of ID (even though I already bank with them and say in branch my ID status is already confirmed!!) Expect staff to provide you with the wrong information and advice, 4 wasted trips in branch all of which the staff failed to highlight where the issue is. Utterly useless staff and poorly trained. Sort it out Nationwide, train your staff properly and stop wasting everyone's time!

01/22/2018
by Rob

1 stars

Poor A/c Opening Process & Customer Service

Started the account opening process on 2nd Jan 2018, email received states they'll ask me for more details (if necessary) within 5 working days and, if I...Read more

Started the account opening process on 2nd Jan 2018, email received states they'll ask me for more details (if necessary) within 5 working days and, if I don't hear anything, I'll have my account info within 7 to 10 business days. 13 business days later I have the joy of sitting in a call queue for 30 mins to be informed that I didn't meet their criteria! I'm the CFO of a huge company! Needless to say... pretty appalled with lack of info all round. Will be going elsewhere...

01/21/2018
by Dan Evans

1 stars

Miss-advised about internet banking log on information

Just received a secure message advising me to stop using Safari to access my online banking. I do not own or use an Apple device and called in to query...Read more

Just received a secure message advising me to stop using Safari to access my online banking. I do not own or use an Apple device and called in to query what was going on. After waiting a long time I spoke to someone who looked through my log on info and advised their systems include Firefox, Chrome and Safari as one browser and advised I had been using the same IP address so everything looked fine. I asked them to pass on a message to the person who had told me Safari was the browser I was using and advised they couldn't do that. I indicated I was really unhappy being provided with such poor information as I have all of my money with Nationwide and she apologised but didn't register a complaint. Terrible service and thinking of leaving them now after holding them in such high regard.

01/20/2018
by iaia loppi

1 stars

Useless close to nonexistent Customer Service

It's the second time that I have an important issue to solve. The service is random, inefficient, not polite. They don't fully read messages. There's a...Read more

It's the second time that I have an important issue to solve. The service is random, inefficient, not polite. They don't fully read messages. There's a duplication of action which causes confusion and leads to nothing. They don't keep me posted. They don't reply to my update request. Responses seem often incompetent and/or automated. With other minor issues, very often nothing happen, regardless the formal reassurance that your request has been processed.

01/20/2018
by John Sexton

1 stars

Unhelpful uninformative and useless service

Have been on holiday abroad for a few weeks and just tried to buy an air ticket using my Nationwide debit card but it was declined. When I rang to ask why...Read more

Have been on holiday abroad for a few weeks and just tried to buy an air ticket using my Nationwide debit card but it was declined. When I rang to ask why Nationwide told me they cancelled my card three weeks ago for security reasons and sent a new card to my home address. When I asked why they didn't just suspend the card temporarily and inform me using their online banking app or email they said their policy was to just send a new card by post. When I pointed out that I hadn't used the card during the period in question and the only activities on my account were direct debit payments to utilities they tried to blame everything on Visa, who were equally unhelpful when I rang them. When I spoke to Nationwide again they were completely unhelpful and offered no solutions to my problem just repeating the formulas as if reading from a script. It was their right to replace my card at any time and they were jolly well going to do it whenever it pleased them. I've banked with these jokers for nearly forty years and my account is always in credit. Furthermore this is the third time this has happened to me.

01/18/2018
by Mike

1 stars

Lack of common sense or just nasty

I can't believe that they send a letter out over Christmas , which is not recorded delivery And think that you will get it . This is exactly what they...Read more

I can't believe that they send a letter out over Christmas , which is not recorded delivery And think that you will get it . This is exactly what they did to my partner with changes to an on going overdraft set up, which made every direct debit crash and getting money out impossible. Common sense would be to make sure that the bank account holder is fully aware of your plans and review policies of on going overdraft agements . Thanks to the disregard and lack of compation they have made my partner very upset, as she suffers from bad anxiety and made Christmas a lot less enjoyable.

01/18/2018
by Sam

5 stars

Valerie Singleton recommended them !

Back in 1989, Valerie Singleton on the BBC2 Money Program said that anyone who didn't have a Nationwide Flexaccount, didn't know what they were doing with...Read more

Back in 1989, Valerie Singleton on the BBC2 Money Program said that anyone who didn't have a Nationwide Flexaccount, didn't know what they were doing with their money. If Valerie Singleton was prepared to say this then I was convinced, so I switched. And I have got to say that I have been very pleased ever since. There has only ever been one hiccup in nearly 30 years, and they sorted this out straight away. I have a great app for my phone, and online banking as well. I have an authorised overdraft which I rarely slip in to, but if I do then it costs me no more than a few pence. They do ask periodically that I change to another one of their accounts, which comes with some additional benefits, but also incurs a monthly £10 fee. But I'm sticking with their Flexaccount as it suits m needs. I recently decided to take out one of their credit cards as it offers a small cash back with every spend. I had trouble opening up the account because I had an old pre existing card with them which I hadn't used for years but hadn't closed down. A quick phone call to Nationwide and they resolved my problem quickly and without fuss.

01/18/2018
by Man Tai Tseung

5 stars

Nationwide FlexPlus customer - exceptional breakdown cover

Nationwide FlexPlus account customer, which includes car breakdown cover: I joined the FlexPlus account as it seemed great value at £13 per month,...Read more

Nationwide FlexPlus account customer, which includes car breakdown cover: I joined the FlexPlus account as it seemed great value at £13 per month, giving me car breakdown for two cars (joint account), worldwide travel insurance and insurance for both our mobiles. They say the test of the insurance is when you need to use it, and last Sunday I discovered that I had a flat tyre while visiting my Mum and the car had one of these stupid temporary tyre repair kits instead of a spare tyre. After calming down I remembered I had the Nationwide cover and pulled out the handy card that had one number for everything and quite frankly was really surprised how well they helped me. I asked if they helped me, would it affect my premium due to claims and they said no as it’s not like that, I just pay the same account charge each month regardless. Phone call was easy, I just needed to verify my address on the phone (lucky as I had no information with me), they didn’t even need to know the reg of the car, and they organised a recovery truck to come and take my car to a local Kwik Fit. They quoted 90 minutes but the truck was there in 20 minutes, it was all very easy. The truck loaded my car and started off to Kwik Fit, we phoned ahead to check they had the tyre but they had a 3 hour wait, so we immediately re-routed to different Kwik Fit that had a 1 hour wait. All I had to do was sign the drivers job sheet, didn’t need to pay anything. To top it all, Kwik Fit managed to fix the tyre (puncture) and in the end didn’t charge me anything! Was back at my Mums within the hour and a half, and it was a Sunday. Quite surprised with the whole experience, was easy, fast and minimum stress at quite a stressful time! I would fully reccommend the FlexPlus account to anyone, it even pays you 3% on your balance albeit a limited max balance though. It’s clear that they use good suppliers as well as helpful call agents who understand the stressful problem that I had, which together delivers an exceptional service when it matters, well done Nationwide

01/17/2018
by Adrian Shepherd

1 stars

Flawed AI in fraud detection system.

I use my debit card extensively overseas. Nationwide’s fraud detection system is constantly blocking the transactions, online and in store. Despite...Read more

I use my debit card extensively overseas. Nationwide’s fraud detection system is constantly blocking the transactions, online and in store. Despite my pleas about the inconvenience and embarrassment, the issue still persists. To make matters worse, the SMS they send asking me to reply with a Y or N to confirm the transaction, does not work. Instead I get another SMS from another number saying it does not recognise ‘Y’. I have yet to receive any communication back regarding my numerous complaints.

01/17/2018
by jade williams

1 stars

Would not even rate them 1 star

Would not even rate them 1 star! Applied for a mortgage in September which from the off was declined, although on paper we should have been ok. Lost the...Read more

Would not even rate them 1 star! Applied for a mortgage in September which from the off was declined, although on paper we should have been ok. Lost the first property we were interested in. Found another house end of October, once we looked in to why we were declined it turned out it was an error on their system!!!! we then got a broker involved which couldn't understand the issue with Nationwide. we applied for new mortgage start of November and still nothing! There has been error after error with them and we have now today been told the documents have not even been checked! we are now in the 9th week of waiting for a for a decision! We are about to lose our current buyer as we accepted her offer back in September! If we weren't in a fixed rate i would 100% not be using them again and would advise everyone to steer clear! our whole sale could fall through because of errors on their system. We have called daily and yet no one is willing to help. Absolute shambles!!!

01/17/2018
by Taryn Stack

1 stars

Worst banking experience of my life

Me and my partner have had no end of problems with Nationwide. So far I have had to complain about them on three separate occasions. Their communication,...Read more

Me and my partner have had no end of problems with Nationwide. So far I have had to complain about them on three separate occasions. Their communication, customer service and the way they handle complaints leave a lot to be desired. First off they messed up my current account switch. I switched using the refer a friend scheme. They needed ID but never sent any communication asking me to bring it in. They left the account open and stopped the switch without telling me. I had been given a closing date so on that date I moved money into the account to pay my regular direct debits. These had not been moved so all bounced an incurred charges at my old bank. It took ages to sort the problem as their complaints department are really hard to get hold of. By the time it was sorted they told me that as it had taken so long I was no longer entitled to the switching bonus through refer a friend. Next they decided to reduce my overdraft by £1250. They apparently sent me a letter informing me of this change. A letter that was sent to a past address (an address that had a royal mail redirect on it so still should have got to me). the first I heard of this was when the collections team got in contact as I had been over my limit for months. I had logged into online banking several times during this time and there had been no indication that I was over. They forced me into repayment despite being over the limit being down to their lack of communication. After a long complaint I was refunded the fines but the repayments remained on my credit score. They did not inform me that this world be the case and this mark has since prevented me from getting a mortgage. After many complaints I have since been told that they feel that this situation was my fault and not theirs. I am currently complaining to the financial ombudsman as I feel this is unacceptable. Their complaints team are slow and promise responses and then rarely call back. Their opening hours are limited and make calling hard for anyone with a 9-5 job. If you want to have an account where your money and your credit score are in good hands don't bank here. I don't think I have ever had a worse experience with a bank. I wish I had never opened an account with them.

01/16/2018
by Hana Šulerová

1 stars

AVOID SWIFT PAYMENT - errors with chosen currency and call you a liar!

I have chosen to pay £20 fee (over apps which are for FREE within 1st transfer and £3 for the next transfers) for swift payment with Nationwide, as I...Read more

I have chosen to pay £20 fee (over apps which are for FREE within 1st transfer and £3 for the next transfers) for swift payment with Nationwide, as I wanted to make sure the money will reach the destination on time. I chose British pounds to be sent, but instead the amount was taken in CZK from my account, and to top it up, I’ve been told, I have chosen CZK over the British sterling and made me a complete idiot as they try to say it was my fault! EXCUSE ME NATIONWIDE, I know what I’m doing, so why I’M PAYING FOR YOUR ONLINE ERRORS?! Obviously they won’t refund the £20 fee, they will lie the way out of it... So you can top up your pocket money! So I basically paid £20 for sending £47, the exchange rate is nearly 1 unit less then with other services (which is a lot when sending a big amount of money), and I ended up sending the money via Small world money transfer, as anything is better than SWIFT PAYMENT WITH NATIONWIDE! Your leaving customer.......

01/14/2018
by Christine

1 stars

Totally incompetent.

They allowed my 16 yr old student granddaughter to open a flex account then 4 months later just as her bursary has been paid in by the college they say...Read more

They allowed my 16 yr old student granddaughter to open a flex account then 4 months later just as her bursary has been paid in by the college they say she hasn't provided correct ID and will have to close the account. They refuse to accept any proof from her college which is a large successful recognised local college. Total incompetence.



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