Coping with money worries and how we can help

Money worries

We know that circumstances can change, leaving people to struggle financially. It’s better to take action, rather than ignore it and hope the situation will go away.


You might be worried about money because of the impact of coronavirus.

We’re doing all we can to support our members. Find out more about what we can do on our coronavirus support page.

If you do call us, please bear in mind that we’re experiencing more calls and it may take slightly longer than usual to answer.

When you contact us

The sooner you get in touch, the quicker we can help you. If you’re struggling or falling behind on your payments, our dedicated teams are here to help. Just get in touch if you’d like to talk about your situation.

When we talk to you, we will:

  • be open and honest with you
  • treat you as an individual, taking your circumstances into account
  • try to find a solution that suits you
  • make everything simple and straightforward
  • tell you what you need to know, so you can make an informed decision
  • let you know who else can help you.

The next steps

Before the call

Before you get in touch with us, try to get some information together about your finances. We’ll need to know about your income, your outgoings and your debts.

Our income and expenditure form can help you put everything together. Most organisations will ask for this type of information if you ask them to help with your finances.

If you’d like to get some help before you talk to us, there are lots of free debt advice organisations that you can speak to - we have listed a few at the bottom of the page.

Getting in touch

Make sure you have your account number when you call, along with details of your income, outgoings and debts. It's also worth getting in touch with any other organisations you owe money to for help and support.

Should you want someone else to call us regarding your money worries, we are happy to talk to them provided that we have your authorisation to do so.

During the call

During the call we will:

  • talk through your situation, to try and understand why you’re having difficulties
  • ask you about your income, outgoings and debts
  • explore practical solutions that you can afford
  • tell you about free debt organisations that you can speak to
  • never ask you for your PIN or card reader generated passcode.

And once we've agreed a way forward, we'll check all the details with you to make sure you're happy. 

Please note: we cannot offer advice about or help with debts held with other organisations. For comprehensive debt advice, contact one of the free debt advice organisations listed below.

When we contact you

Sometimes we might get in touch with you if you miss a payment or it looks like you might be getting into financial difficulty. If we do, there a few different ways we might get in touch. 

By phone

If we already have your phone number, we might call you to check what we can do. We'll talk things through and agree a way forward. When we get in touch, we will never ask you for your PIN or card reader generated passcode.

If you'd like to reassure yourself that the call you've received is from Nationwide, you can call us on the main enquiries number - 03457 30 20 11 - and ask to be put through to the agent that called you. They will always leave their full name when they contact you. 


If we have your mobile number, we might text you to ask you to call us. 

If you'd like to reassure yourself that the text you've received is from Nationwide, you can call us on the main enquiries number - 03457 30 20 11 - and ask to be put through to the agent that contacted you. They will always leave their full name. 

If you have a current account, mortgage, personal loan or credit card with us, we might text you asking you to go to our Payment Assistance website to make a payment or update your contact details.

Read more on how we keep you safe and how you can help protect yourself in our Security Centre.

With an automated call

If you’re behind on your payments, we might use an automated service to get in touch with you and ask you to make a payment. If you’d prefer to talk to a person rather than a computer, please feel free to call us back on the relevant number below:

Current accounts: 0800 464 31 11 / 0800 464 31 36
Mortgages: 0800 464 31 37
Personal loans: 0800 464 31 38
Credit cards: 0800 464 30 50 / 0800 464 31 40
Recoveries: 0800 464 31 21

Ongoing support

Once we've agreed a way forward, we'll monitor your account and will get in touch if things have changed (ie you are nearing the end of your arrangement and there are still arrears, or if the terms of the arrangement have been broken). This could be by phone, SMS or automated call.

If your situation changes in any way, please get in touch to let us know. We can then look at your circumstances again.

Call us

Call us if you're worried about making future payments, you've already missed a monthly payment or if you believe you've been a victim of fraud.

Future payments
0800 464 30 30 (UK)

Missed mortgage, loan, current account payments
0800 464 30 40 (UK)

Missed credit card payment
0800 464 30 50 (UK)

0800 30 20 11 (UK)
+ 44 1793 65 67 89 (Abroad)

If you have debts with multiple organisations

We have partnered with StepChange and PayPlan to help if you have debts with several organisations. If you are in debt with Nationwide and other organisations, you should contact one of the third parties listed below, who will be able to help you arrange a payment plan.

StepChange Debt Charity

The UK's leading debt charity, providing debt advice and fee-free debt management.


Free debt help and advice, including Debt Management Plans, IVAs, Trust Deeds and bankruptcy.

Other help and support

Links to free debt advice organisations that can also give you support and advice:

Money Advice Service - Free, unbiased money advice online, over the phone and face-to-face.

Citizens Advice - Advice on issues such as debt management and welfare benefits, housing, employment, and consumer complaints.

National Debtline - Free, confidential and independent advice on dealing with debt problems.

Business Debtline - A charity giving free debt advice to small businesses and self-employed people.

Affected by illness?

If you're finding managing your money tough due to issues with your health (such as cancer, dementia, depression or anxiety), or caring responsibilities, our Specialist Support team is here to help.

Financial abuse

Financial abuse can take many forms. It could be someone stopping you from using your own money, running up debts in your name or spending your money without your permission.

Whatever it is, you don't have to deal with it on your own - we can help.

Think carefully before securing other debts against your home. Your mortgage is secured on your home, which you could lose if you do not keep up your mortgage repayments.

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