Nationwide Service Quality Metrics
| 24 hour help? | Telephone | Internet Banking | Mobile Banking | |
|---|---|---|---|---|
| Contact details |
FlexDirect: 03456 077 357 FlexPlus: 0800 11 88 55 All other Flex accounts: All lines are available 7 days a week, 365 days a year but with some services limited to time detailed below |
Banking online | Download our Banking app | |
| Checking the balance and transactions | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Sending money within the UK, including setting up a standing order | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Sending money outside the UK | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Paying in a cheque | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Cancelling a cheque | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Cash withdrawal in a foreign currency outside the UK | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| A lack of funds: Including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Third party access to an account, for example under a power of attorney | No | Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Problems using internet banking or mobile banking | No | FlexDirect: 03456 077 357
FlexPlus: 0800 11 88 55 All other Flex accounts: 03457 30 20 11 Monday to Saturday and bank holidays, 8am to 8pm. Sundays, 9am to 5pm. |
Not possible | Not possible |
| Reporting a suspected fraudulent incident or transaction | Yes | 0800 055 66 22 24 hours |
Not possible | Not possible |
| Progress following an account suspension or card cancellation e.g. following a fraud incident | Yes | 0800 055 66 22 24 hours |
Not possible | Not possible |
| Account opening: Including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | No | 0800 30 20 10 Monday to Friday, 8am to 6pm. Saturday, 9am to 1pm. Closed Sundays and bank holidays. |
Not possible | Not possible |
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.
| Telephone Banking | Internet Banking | Mobile Banking | |
|---|---|---|---|
| Checking the balance | 24 hours | 24 hours | 24 hours |
| Accessing a transaction history | 24 hours | 24 hours | 24 hours |
| Setting up a standing order | Not possible | 24 hours | 24 hours |
| Sending money within the UK | Not possible | 24 hours | 24 hours |
| Sending money outside the UK | Not possible | 24 hours | Not possible |
| Paying in a cheque | Not possible | Not possible | Not possible |
| Cancelling a cheque | Not possible | Not possible | Not possible |
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.
| In the 3 months between 1 July 2024 and 31 September 2024 | In the 12 months between 1 October 2023 and 31 September 2024 | |
|---|---|---|
| Total number of incidents reported* | 3 | 13 |
| Incidents affecting telephone banking | 3 | 13 |
| Incidents affecting mobile banking | 3 | 13 |
| Incidents affecting internet banking | 3 | 13 |
| * Total incidents may be higher or lower than the sum of telephone, mobile and internet banking incidents. This will happen when (a) a single incident affects more than one of those channels or (b) an incident does not affect any of those channels. | ||
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| Product | Annual interest rates payable for arranged overdrafts (rates as from 11 November 2019) | Annual interest rates payable for unarranged overdrafts (rates as from 11 November 2019) | Refused payment fee (rates as from 11 November 2019) |
|---|---|---|---|
| FlexAccount | 39.9%* | 0% | £0 |
| FlexDirect | 39.9%* | 0% | £0 |
| FlexPlus | 39.9%* | 0% | £0 |
| FlexStudent | 0% | 0% | £0 |
| FlexGraduate | 0% | 0% | £0 |
| FlexOne** | 0% | 0% | £0 |
| FlexBasic | N/A | N/A | N/A |
* The first £50 of an arranged overdraft with this product is interest-free.
** An arranged overdraft is only available on FlexOne if you are 18 years old or over.
| Product | Advertised APRs (rates as from 11 November 2019) |
|---|---|
| FlexAccount | 38.2% |
| FlexDirect | 38.2% |
| FlexPlus | 38.2% |
| FlexStudent | 0% |
| FlexGraduate | 0% |
| FlexOne** | 0% |
| FlexBasic | N/A |
| We give customers an account number and enable them to start paying into the account* | ||
|---|---|---|
| The same day for | 16 | % of customers |
| On average in | 6 | days, and |
| Within | 11 | days for 99% of customers |
| *These figures are based on the time taken once we have received all the information and documents we ask for at Proving your identity | ||
| Once an account is open, we give customers a debit card | ||
| The same day for | 0 | % of customers |
| On average in | 7 | days, and |
| Within | 11 | days for 99% of customers |
| Once an account is open, customers have Internet Banking | ||
| The same day for | 0 | % of customers |
| On average in | 8 | days, and |
| Within | 12 | days for 99% of customers |
| Once an account is open, overdraft is available | ||
| The same day for | 0 | % of customers |
| On average in | 7 | days, and |
| Within | 11 | days for 99% of customers |
Replacing a lost, stolen or stopped debit card
| We replace debit cards | ||
|---|---|---|
| The same day for | 0 | % of customers |
| On average in | 6 | days, and |
| Within | 8 | days for 99% of customers |
| You can open an account: | |
|---|---|
| Without visiting a branch | Yes |
| Where a visit to a branch is required, without an appointment | In some cases |
| By sending us documents and information electronically | Yes |
| By post | No |
Supporting your needs
If you have a specific need or concern and would like to know how we can support you, you’ll find all the ways we can support our current account members on our supporting your needs page.
The requirements to publish the Competition and Markets Authority Service Quality results for personal current accounts can be found at: