Nation Wide - Independent review

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544 customer reviews on Nation Wide on Trustpilot


1 day ago
by KG Godalming

1 stars

Old leaving client because of poor service

I'm moving from Nationwide after over 10 years of being with them. I recently had to make a complaint because of a data protection breach which i was...Read more

I'm moving from Nationwide after over 10 years of being with them. I recently had to make a complaint because of a data protection breach which i was assured wasn't serious but i have no confidence in their process or systems the online banking service/security is a joke. Compared to the bank I've moved too they are years behind in on-line security, and when things go wrong the call centre is clearly undermanned by what only guess are temps.

3 days ago
by karen bruce

1 stars

Nationwide have recently been running a …

Nationwide have recently been running a promotion that if you recommend a friend you will get £100 credited to your account if the friend completes a...Read more

Nationwide have recently been running a promotion that if you recommend a friend you will get £100 credited to your account if the friend completes a switch to Nationwide. I was recommended by a friend and switched my account to them. When neither my friend or I received the £100 in the 30 day time-scale I rang them and found out I didn't qualify! I'd read the terms and conditions very carefully and was baffled. They told me I'd already received a payment from them for switching my account to them in 2015 and subsequently leaving them in 2016. The fact that I'd benefited from a switch so couldn't benefit again was never mentioned anywhere in the terms and conditions! All they told me that it was referred to in some Q and A page. They were making it up as they went a long, the crux of the matter is that it wasn't part of the terms and conditions! They also should have mentioned that I didn't qualify before they processed my application. They have been very dishonest in supplying misleading information.

3 days ago
by Mike Turner

1 stars

Shocking customer services been on hold …

Shocking customer services been on hold for 1 hour 20 minutes because they blocked a card I was making a legitimate transaction on. Use another building...Read more

Shocking customer services been on hold for 1 hour 20 minutes because they blocked a card I was making a legitimate transaction on. Use another building society this one is ridiculous


More reviews

3 days ago
by Mr. Cox.

4 stars

Basildon branch.

Nice branch,usually quick service,very efficient,nice staff,atms always seem to be working ok,really good,wish all banks were like this.

4 days ago
by Sumita

2 stars

I have just opened a current account …

I have just opened a current account with Nationwide and I'm in the processing of transferring my account over from my current provider. To-date the...Read more

I have just opened a current account with Nationwide and I'm in the processing of transferring my account over from my current provider. To-date the experience with Nationwide has been diabolical. The staff are very helpful and have done what they can but the governance and servicing structure is appalling * Account opening correspondence is incoherent and badly written. particularly with the setup of online banking. There is also too much paperwork (seperate letters for welcome, digital, telephone, debit cards, overdraft etc) * The time it takes to receive the card reader is far too long. I opened the account on 4 Nov and received the card reader 16th Nov. The card reader received was defective * I've set up a regular saver account (or at least I thought I did) and was told I'd receive an email. Usually for most online transactions this is virtually instantaneous - not with Nationwide. Also, there was no sign of the new account on my online accounts overview. After a bit of searching, I found it takes 5 days to appear on Nationwide online banking - with my current provider it was about 24 hours. * Internet banking is less than intuitive and onsite navigation is not brilliant. Accessing the site has also been problematic * Telephone banking called customer service to try and make sure that at least the account was setup and waited over 30 mins before the call was answered. I'm seriously wondering if it's worth switching even with the 5% interest as the experience is so bad

4 days ago
by Customer

1 stars

Nationwide down the pan??

I've been reading the reviews and it looks to me like Nationwide has issues. A friend recommended me so I could transfer my account (£1000's pm and lots...Read more

I've been reading the reviews and it looks to me like Nationwide has issues. A friend recommended me so I could transfer my account (£1000's pm and lots of dd's) - it was meant to be easy, but the website is appalling, stalling and crashing. I'm now likely to stay with my current bank. £200 is not worth the hassle, but I am very annoyed that I will need to tell my friend I am not transferring. Have Nationwide have overstretched themselves with the £200 offer?

1 week ago
by Patrick Bray

5 stars

For what I've needed I can't fault them

I've used Nationwide for just two main services for more than 15 years and have never had an issue with them - ever. On one of these, they consistently...Read more

I've used Nationwide for just two main services for more than 15 years and have never had an issue with them - ever. On one of these, they consistently provide the lowest interest rates anywhere I've seen and are always clear and helpful whenever I've had to phone to talk things through. Others may have issues (it appears so from some of the reviews here) but they've always handled me well.

1 week ago
by Jessica Brown

2 stars

Don't rely on them for support when something goes wrong…

Wouldn't recommend if you're incentivised by the switching bonus. It's actually terrible. First they messed up by never sending me a switching code, which...Read more

Wouldn't recommend if you're incentivised by the switching bonus. It's actually terrible. First they messed up by never sending me a switching code, which is used to verify that you've referred someone to get the bonus. By their own records, the lack of a switch code means that no referral has ever taken place, and Nationwide are incredibly reluctant to do anything about this to help you with their mistake. Instead of looking into the issue in any meaningful way, they've just asked me to repeatedly resend the form to my friend to complete (which I've done, and yet it still 'does not work') and refuse to accept culpability for anything else. Following on from that, there's been a series of technical hiccups which Nationwide seem resistant to own on their side with their refer a friend forms displaying as expired when sent to my referees, or simply not working at all. Their customer service team also have a tendency towards contradicting themselves; my friend was told that she could still get the bonus by completing her switch over the phone, I've been told that's not true and that the only way to get the bonus is through the form. Having known from the beginning that we were given incorrect information, maybe we could've avoided all this back and forth? Who knows. I've been trying to deal with this for over a month now. It's frustrating. When I first called up for help, the phone line queues were 15+ minutes long and I was soon redirected to using the Secure Messaging service instead, which takes about 2 working days longer than calling for help. After all this back and forth for a week, I gave up to complain on Twitter. Now here's where things speed up slightly. The moment you complain or kick up a fuss on Twitter they jump at the opportunity to correct the issue. Unfortunately, trying to resolve the issue over Twitter means a lot of repeating yourself as multiple members of their team operate the account and will jump into the conversation to help. If you follow this route, be prepared to explain the problem at least 3 times with different varieties of words before someone understands the issue. I'm tired. I really thought it'd be an easy process and I don't understand how this many mistakes can be made. I'll give Nationwide 2 stars simply for the fact that, right now, they offer the best regular savers and current account deals on the market. They lose 3 stars for their terrible customer service who just repeat choice troubleshooting lines and don't seem capable to actually resolve anything. This has soured me enough that I'll just switch to get the hell away from them. I don't feel I can depend on Nationwide to resolve an issue meaningfully after this and it makes me feel very edgy, considering that I am storing my savings with them. Go to them for the deals and then leave. Don't rely on them for support when something goes wrong.

11/14/2017
by Jeff Lee

1 stars

They advertise recommend a friend for …

They advertise recommend a friend for £100 and the friend gets £100 as well if transferring an external bank account to a new Nationwide account. All...Read more

They advertise recommend a friend for £100 and the friend gets £100 as well if transferring an external bank account to a new Nationwide account. All the friend needs is 2 direct debits coming out of the account. I recommended a friend who has banked with Halifax for years. His credit rating isn't that great, but he is in full-time employment, has been for years and maintained payments into his current Halifax bank account. Waited ages and ages, to get through to Nationwide to recommend the friend for a new account, asked a thousand questions along the way, only for the friend to be declined having his Halifax account transferred to Nationwide. How crazy is this ? All it is, is a bank account with direct debits, yet in the process, they are willing to offer a different bank account to him that doesn't include the '£100 recommend a friend' option. Crazy rules.

11/14/2017
by VB

1 stars

Only God can help you if you decide to …

Only God can help you if you decide to bank with them ! They are consistently incompetent and there is an appalling service to support. The only reason I...Read more

Only God can help you if you decide to bank with them ! They are consistently incompetent and there is an appalling service to support. The only reason I took an account with them was their headline interest rate of 5% .Opening the account was difficult as was closing it. Calls to the customer service desk take consistently at least 30 min of hold time which I should know as for the last few days I have been calling multiple times trying my best to get information which would in other places be a single call but in this joke of a place means getting redirected , call dropped without any intimation, no information ..e.tc ...Frankly first time experience with a customer service like this...HELP yourself and walk away NOW ....

11/12/2017
by Andreas Arnaoutis

4 stars

I have been with Nationwide for over a …

I have been with Nationwide for over a year now. i am using the Flex account which gives me phone insurance and road assistance. Cant complaint really,...Read more

I have been with Nationwide for over a year now. i am using the Flex account which gives me phone insurance and road assistance. Cant complaint really, everytime i had an issue, staff were helpfull in Bristol. The only thing i dont like is the way they credit score customers for personal loans. I am amex platinum holder and was offered a loan on almost 20% when other banks would provide me the same loan on the same terms for under 4%. Nationwide should look better its own customers as I would like to have all my services in one house.

11/12/2017
by Andrew Chippy Clegg Rip

1 stars

Some months ago you past up the …

Some months ago you past up the opportunity to do something about discriminatory staff For whatever reason you passed this up. I also pointed sloppy work...Read more

Some months ago you past up the opportunity to do something about discriminatory staff For whatever reason you passed this up. I also pointed sloppy work by Visa Dispute, you once again chose to ignore it. I have pointed out that misinformation and knowledge gaps are in fact lies. You also chose to ignore that. I have more than once complained with regarded to an overdraft which you created with "misinformation" and the compounded by Visa calling me to tell me I had nine unusual transactions. More misinformation. Also ignored. I have been sworn at, abused for being disabled and continually lied to. I don't find this amusing. You apparently do. I have sent emails for CEO only but you ignore ICO. Last weekend we were left without cards working, this weekend we are left destitute due to Nationwide putting us in an overdraft we didn't want and monies missing from our account on the 28th October. Same nonsense about IP address, although I use different computer for my online banking. I am in a wheelchair and my wife has chronic Chrohns. We have been told a complaint will take until at least Wednesday because of a lie by Amy. So as I become more ill and w starve I would like to make these facts known to The Ombudsman and The FCA. Gentleman of The FCA Nationwide and particularity their executive office ignore rules and regulations continual because they feel you will not investigate. I implore you to look into this flagrant law breaking. As for The Ombudsmen please continue to ignore my plea's and ignore your responsibilities. A complaint about discrimination has also been made. I think I have put up with enough. I would Nationwide and especially Daniel Clarke be investigated for ignoring rules and regulations regarding FCA and the discrimination against th disabled Yours

11/12/2017
by Mark

1 stars

I accidently overpaid £1000 in my …

I accidently overpaid £1000 in my mortgage account, 11 days later I am still waiting for it to be returned. I could have taken a loan out quicker. Oh...Read more

I accidently overpaid £1000 in my mortgage account, 11 days later I am still waiting for it to be returned. I could have taken a loan out quicker. Oh no.... but as It is my money, that's a different story. And this is how they treat a customer of over 15 years. Disgraceful service and I will be closing my account when I have had my money returned.

11/11/2017
by Paul De La Cruz

1 stars

Was with Nationwide for nearly 4 years

Was with Nationwide for nearly 4 years, switched because I wanted to support a Building society and not the big corporate banks. I am not one for funding...Read more

Was with Nationwide for nearly 4 years, switched because I wanted to support a Building society and not the big corporate banks. I am not one for funding terror or the support of big billionaire banking directors but I now care less for morals, I just want a bank that does the job. I am in the process of moving from Nationwide after my card being blocked for use 3 times for absolutely no reason with promise it was resolved and it wasn't. They gave me £20 as an apology :-/ which did not amount to all the time wasted on the phone on hold for ages despite the system saying 10 mins. Choose a bank that will look after you and not lie about phone wait times and about fixing something and not fixing it. AVOID

11/11/2017
by Mo_Mist

1 stars

Crappy service

I opted for NW because i thought it was a building society and would give better customer service than traditional banks. I was SOOOOOOOOOO wrong....Read more

I opted for NW because i thought it was a building society and would give better customer service than traditional banks. I was SOOOOOOOOOO wrong. Pathetic service, if you log in a complaint, they don't even acknowledge it at the bank, then the complaint gets dragged for over a month. Then they send you a feedback survey for the service received without even informing you the outcome of their investigation. I am switching to Barclays or one of the new age banks who have just received their banking icense

11/10/2017
by Clive Hunt

1 stars

I really hate to be posting this as …

I really hate to be posting this as I've always thought Nationwide to be a 'bank' that put's it customers first. Unfortunately, however, it seems to me...Read more

I really hate to be posting this as I've always thought Nationwide to be a 'bank' that put's it customers first. Unfortunately, however, it seems to me that ever since Joe Garner took over at the helm, customer service at the Nationwide has been in decline. The last few times I've called NW during the last six weeks, it has taken around 50 minutes for my call to have been picked up. In the past, calls seemed to be answered within just a few minutes. I've got accounts with other banks and I have to say that their service, is now far better. Come on Nationwide.... get the honest principles back that you once had! If that means getting a new CEO for you to be able to refocus then please get on with it! Best wishes from a once very loyal customer.

11/10/2017
by Richard Baker

1 stars

Disgusting

Disgusting. They offer £200 if you switch. Then make feeble ex uses not to pay up. Cant believe ìt.customer care. Where?. Good bye we are moving to an...Read more

Disgusting. They offer £200 if you switch. Then make feeble ex uses not to pay up. Cant believe ìt.customer care. Where?. Good bye we are moving to an honest bank.

11/09/2017
by John West

4 stars

Good

Like all banking services now they have their internet problems but with a functioning secure messaging service and generally responsive attitude to my...Read more

Like all banking services now they have their internet problems but with a functioning secure messaging service and generally responsive attitude to my issues, they get my vote.

11/08/2017
by pjayc

5 stars

Always had good service from branch and …

Always had good service from branch and by phone over many years. Good selection of current accounts for different needs. If you want access to branches...Read more

Always had good service from branch and by phone over many years. Good selection of current accounts for different needs. If you want access to branches then choose the right account. Easy to deal with all your accounts online.

11/08/2017
by N Chakhra

1 stars

Absolutely worst building society

Absolute worst bank They Blocked my card when i didnt use it for two days, went into the bank and they say eneything has to be done online or over the...Read more

Absolute worst bank They Blocked my card when i didnt use it for two days, went into the bank and they say eneything has to be done online or over the phone, what the hell are the branches there for then!!! Honestly such a stupid bank, I have moved to B from Yorkshire Bank it brings old banking back to life!

11/07/2017
by Paul Morrison

2 stars

Been with nationwide for years

Been with nationwide for years, but recently the service is atrocious.. Don't know what's happened. They had an outage all weekend where the cards and...Read more

Been with nationwide for years, but recently the service is atrocious.. Don't know what's happened. They had an outage all weekend where the cards and Internet banking don't work, and website down. No communication, can't get through on the phone, twitter and Facebook don't appear to know what's happening either...

11/07/2017
by KENT JEEP CHRYSLER

1 stars

Thank God I've moved to barclays

If I could leave zero star rating I would, was all great up until they got my custom, but once you hand over all of your money the service soon...Read more

If I could leave zero star rating I would, was all great up until they got my custom, but once you hand over all of your money the service soon disappeared and the red carpet once rolled out snatches away......... Can't get through on the phone, my app and Internet banking refuse to show correct and half the time won't let me in, cards wear out at an unbelievable rate, never had the problem elsewhere...... I can't stress how terrible nationwides customer service is, it's the worst of all 3 banks I've dealt with,,,,,,,,,,,, my current account is now in the safe hands of barclays........

11/07/2017
by Vicki Hp

1 stars

I urge people to prevent the headache …

I urge people to prevent the headache and heartache I felt...first with their accounts...now with our tech stuff lost and stolen...beware of their...Read more

I urge people to prevent the headache and heartache I felt...first with their accounts...now with our tech stuff lost and stolen...beware of their validator team direct line who block valid claims for no good explanation why I'm suing these wretched and going to fso

11/06/2017
by brandon chipato

2 stars

Have been on hold for the past 50 …

Have been on hold for the past 50 minutes now, really appaulling customer service.. will never recommend anyone again

11/05/2017
by Sean

1 stars

Really bad and awful bank

Really bad and awful bank, I wanna close my credit card, but I called them three time to try closing credit card, but it’s still there, not closing....Read more

Really bad and awful bank, I wanna close my credit card, but I called them three time to try closing credit card, but it’s still there, not closing. Ridiculous

11/04/2017
by Joseph

5 stars

Very nice and flexible service and …

Very nice and flexible service and staff. Thank you!

11/04/2017
by Heapsteriser

5 stars

Nationwide seem a good bank to me!

I have recently joined Nationwide as a banking customer and my first impressions are brilliant! I'm not experiencing any issues and everything is working...Read more

I have recently joined Nationwide as a banking customer and my first impressions are brilliant! I'm not experiencing any issues and everything is working perfectly. I am just waiting now for my card reader to arrive and then I can use online banking to my hearts content!

11/04/2017
by Keith John

1 stars

Unhelpful bank

Had a problem with my account, not my fault, called into local branch and spoke to the manager, very unhelpful not interested. No longer an account holder.

11/03/2017
by Jamie Barton

4 stars

First house bought in the end

I previously gave Nationwide a poor review during my mortgage application as the decision in principle took two weeks instead of 2 minutes due the system...Read more

I previously gave Nationwide a poor review during my mortgage application as the decision in principle took two weeks instead of 2 minutes due the system freezing midway through an application and recording two hard credit checks against me. Everyday I was promised a decision which didn't arrive and I worried I'd loose the house I wanted to make an offer on. Everything went very smoothly after the DIP, documents were easy to upload, I was updated regularly and I have just had confirmation that my solicitor has received the funds so I officially have a mortgage. Nationwide were happy to lend to me with only a 5% deposit which is great, otherwise I'd be spending another year paying my landlords mortgage for him, he's a nice chap but I'm made up to be finally paying for my own future. It turned out solicitors have been the main cause of delays for me since the DIP hiccup

11/02/2017
by susan smith

1 stars

Banked with them for 30 years

Banked with them for 30 years. Never been overdrawn. 15.000 in savings account . Average monthly balance about 3.500. . Wanted a loan that would have made...Read more

Banked with them for 30 years. Never been overdrawn. 15.000 in savings account . Average monthly balance about 3.500. . Wanted a loan that would have made outgoings cheaper and it was declined . the amount of the repayment was about 300 quid. per month . we make more than this working on a saturday. Definetly going to have to look for a new bank. a.s.a.p


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