Savings passbook changes FAQs

We are committed to giving our customers choice in how they bank with us. We also want them to receive smooth and efficient service by ensuring our systems are the best they can be.

It is vital that the systems and platforms all our accounts operate on are up to date, efficient and robust.

While there are many benefits from our new technology, we cannot offer passbooks in the same way.

We know you value having a physical record of your transactions and face-to-face service. That is why you can still manage your account in branch and why we are offering a new wallet and card to replace your passbook.

No, your interest rate is not affected by these changes.

Whether you open a savings wallet account or keep your existing passbook account, you will keep the same rate.

If we make any changes to your interest rate separately, we will let you know.

Yes, we remain committed to our branches and you can continue to bank at any of our branches. But you cannot use a passbook to bank in branch.

We have the biggest banking presence on the high street. We have also renewed our Branch Promise: everywhere we have a branch, we will still be there until at least the start of 2028.

You can manage both your existing passbook account and our alternative savings accounts and ISAs online in our banking app or internet bank.

We have written to everyone with power of attorney for one of our customers.

In your letter, we will have told you whether you can open one of our alternative savings wallet accounts.

Your Third Party Mandate support is not impacted by this change.

Your support from the SST to help with payments and transactions will also continue as normal.

You cannot use your passbook. However, you can keep it for your records.

We cannot accept your passbook as ID in branch and you do not need to return it to one of our branches.

We are committed to helping you continue to bank in branch, with the support of our friendly team. So we have created a new savings wallet and card to help you continue to bank securely in branch.

You have 3 options to choose from:

• keep using your existing passbook account
• open a new savings account with a savings wallet and card
• open a new savings account without a savings wallet and card

Keep your existing savings account

If you want to keep your existing account, you can continue to manage your account online and in branch. But from February 2025, we will need to ask you some security questions and may request a form of ID if you bank in branch. We will not be able to accept your passbook as a form of ID.

Open a new savings account with a wallet and card

We have matched your existing instant or limited access passbook account to an alternative account. You will get the same interest rate as well as a savings wallet and card.

We will also transfer your incoming payments to your new account. That means that payments that currently come in to your passbook account will automatically go in to your new account.

You can visit a local branch and talk to one of our team about the changes and your options. We will take you through how to open one of the alternative savings accounts and give you a savings wallet to store your card and mini statements.

Find your new savings wallet account

Open a new savings account without a wallet and card

If you do not regularly use your passbook and do not want a card or savings wallet, we have a range of other savings accounts that might suit you better. None of these accounts will come with a passbook or savings wallet, and you can often open them online.

Compare our other savings accounts

If your Nationwide passbook account has an overseas address, including in Ireland, you can keep your existing account.

However, you cannot open a new savings account with a wallet and card.

If you want to keep your existing account, you can continue to manage your account online and in branch. But we will need to ask you some security questions and may request a form of ID if you bank in branch. We cannot accept your passbook as a form of ID.

You can choose from the 3 options any time.

If you want to open one of our alternative savings accounts with a savings wallet and card, visit any of our branches.

If you cannot find your passbook, visit any of our branches and we will be happy to discuss your options.

The following new savings accounts with a wallet and card are available as joint accounts:

• adult instant access savings accounts
• adult limited access savings accounts

All other new savings accounts with a wallet and card, including ISAs and children’s savings accounts, are only available as sole accounts.

If you have a joint savings account, you can either:

• have a card and a wallet each, or
• share a wallet and have a card each.

You can open one new savings wallet account for each qualifying passbook account you currently hold.

If you have a sole savings account and move to a new savings account with a wallet, we will give you one wallet and one card.

If you have a joint savings account, you can either:

• have a card and a wallet each, or
• share a wallet and have a card each.

If you open one of our alternative savings accounts, your transactions will be recorded in mini statements, full statements, at cash machines and online.

Mini statements

When you come to a branch, we can give you a mini statement showing your savings balance and transactions. The new savings wallet will have a pocket so you can safely store your mini statements.

Full statements

Each month we will post full statements to you if you transact within the month.

Cash machine

If you have an instant or limited access savings account, you can use your cash card at cash machines to view your balance and recent transactions or to print a mini statement.

You cannot use an ISA card at a cash machine.

Online

You can view all your transactions by logging in to our banking app or internet bank.

Our top priority is keeping our customers and their money safe.

The savings wallet is designed to be discrete.

The cash card can only be used at a branch counter or at one of our cash machines with a secure PIN.

The ISA card can only be used at a branch counter.

No, your ISA card is not a cash card.

It can only be used to identify yourself at a Nationwide branch counter.

If you have an instant or limited access savings account and you lose your wallet or card, just let us know. We will then post you a new cash card. You can also collect a savings wallet from any Nationwide branch.

If you have an ISA, let us know and we will close your existing ISA and open a new one. We will then post you a new ISA card. You can also collect a savings wallet from any Nationwide branch.