Internet Banking Terms and Conditions

We will be updating our Internet Banking terms and conditions to:

  • Reflect changes to how you log in
  • Make clear that we will never change a document (for example, a statement) once it has been uploaded to your account.
  • Give more detail about the reasons why we may make changes to these terms and conditions in the future.

View our new Internet Banking terms and conditions in full

The new terms and conditions will apply from 28 November 2019. If you’re happy with the changes, you don’t need to do anything. If you do not want to accept the changes you can cancel your Internet Banking service. To do this you can log in and send us a secure message in the Internet Bank, or write to us at Nationwide Building Society, Nationwide House, Pipers Way, Swindon, SN38 1NW.

1. Words we use

1.1 In these terms and conditions the words and expressions below have the following meanings:

  • Account means your Nationwide account which is either in your own name or held jointly with somebody else.
  • Banking App means a service you can register for if you are already registered for Internet Banking – it’s an app that allows you to have access to your Account via a mobile device.
  • Card means a card we issue on your Account that is able to be used in the Card Reader.
  • Card Reader means a hand-held device provided to you to use with your Card to generate a passcode which works independently of your device.
  • Customer Number means the 10 digit number we give you which is associated with your Accounts and which you may use to access the Banking App, or our Internet Banking or Telephone Banking service.
  • Internet Banking means a service you can register for with us that allows you to have access to your Account via a secure site you can log in to via
  • Memorable Data means your personal memorable data that we can use to check your identity.
  • Passnumber means the six digit number you may use to authenticate your identity before you can use Internet Banking or the Banking App.
  • Security Data means the details we ask you to use to log into Internet Banking which may include your Customer Number, Memorable Data, Passnumber and/or Card Reader-generated passcode.
  • Telephone Banking means our telephone banking service.

1.2 Only you and us will have any rights under these terms and conditions.

2. Accessing Internet Banking

2.1 You can register to use the Internet Banking service through our website:

2.2 When you sign up for your Account, we will give you a Customer Number which you will need to access our Internet Banking service. You will also need a Passnumber. We will either give you a Passnumber when you register for Internet Banking or we will send one to you in the post. You will be able to change your Passnumber through the Internet Banking service.

2.3 So that you can prove, and we can authenticate, your identity, each time you log on to use our Internet Banking service we will ask you to give us your Customer Number. You will also be asked either:

2.3.1 to use your Card Reader to generate a passcode and then to enter that passcode; or

2.3.2 to enter part of your Memorable Data and three requested digits from your Passnumber.

2.4 To increase the security of your Account, we may block your access to the Internet Banking service if you incorrectly enter certain of your Security Data a number of times in a row. You will be able to access your Account again by re-registering for the Internet Banking service and obtaining a new Passnumber.

2.5 If you have lost your Passnumber you can obtain a new one by re-registering for Internet Banking.

2.6 You must ensure that the device you use for Internet Banking remains fully operational and that you take all reasonable measures to keep it virus free. You must also have a compatible device running a compatible Internet browser in order to use Internet Banking and to receive notices and information from us through this service. If your device does not meet our requirements you may not be able to access and use Internet Banking.

2.7 You can use our Internet Banking service 24 hours a day. Occasionally you may not be able to use the Internet Banking service - for example, when we carry out maintenance or updates. In circumstances where we know access to Internet Banking may be interrupted we will do our best to notify you in advance. You may continue to contact us through other methods during this time.

2.8 We will not be liable for any loss or damage you may suffer as a result of our failure to provide all or part of the functionality and features of Internet Banking when we carry out maintenance or updates or if any abnormal or unforeseeable circumstance occurs that is beyond our reasonable control and which we could not reasonably have prevented, such as the failure of any system or communications network operated by someone else.

2.9 You may be able to access different functions and features of the Internet Banking service depending on the different Accounts you hold with us.

3. Using your Card Reader

3.1 Certain functions and types of transactions available within Internet Banking may require you to use the Card Reader that was provided to you to use with your Card when you registered for Internet Banking. This is so that you can prove, and we can authenticate, your identity. If you were provided with a Card Reader and do not use it, then you may not be able to carry out those functions and types of transactions.

3.2 If you have a Card but do not have a Card Reader, or if you lose or damage your Card Reader, or you require an additional Card Reader, you can request one using the self-service functionality on and we reserve the right to make a charge for this. Certain types of Accounts are not compatible with Card Readers. The Card Reader remains the property of Nationwide and must not be sold or given away to a third party.

4. Keeping your Security Data safe

4.1 You must keep your Security Data secret in accordance with the terms and conditions that apply to your Account.

4.2 You must tell us as soon as you can if you know or think somebody else knows your Security Data (in circumstances when they shouldn’t know this information). You must do this by telephoning our Customer Contact Centre on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK) (both 24 hours a day). We may ask you to confirm this in writing within seven calendar days.

As soon as you tell us about this, we will prevent transactions being carried out on your Account using the Internet Banking service until your Security Data has been replaced. We may also stop or block the use of your Security Data under certain other circumstances – please refer to the terms and conditions that apply to your Account for further details.

5. Your use of Internet Banking

5.1 You should not use any part of the Internet Banking services in any illegal or malicious manner.

5.2 You should not seek to modify or hack into the Internet Banking services or any Internet site.

6. Acting on your instructions

6.1 Please refer to the terms and conditions that apply to your Account for full details about how to make a payment using Internet Banking, as well as about unauthorised payments.

6.2 We will carry out transactions on your Account following instructions you give us or that in our reasonable opinion appear to have been authorised by you through our Internet Banking service, including where authentication using your Security Data has been successfully completed.

6.3 We reserve the right not to act on any instructions which would mean you would not be keeping to these terms and conditions or the terms and conditions applying to your Account, or if we exercise our rights in accordance with the terms and conditions applying to your Account.

7. Joint Accounts

7.1 As a joint Account holder these terms and conditions apply to you individually and jointly with the other Account holder(s).

7.2 If you have a joint Account then any one of you may use our Internet Banking service but you must use your own Security Data when required. To be able to use our Internet Banking service your Account must be set up so that any one of you can authorise payments on your own. Certain features of our Internet Banking service may not be available in respect of that Account if two or more of you are required to authorise payments jointly.

7.3 As soon as one of you tells us another joint Account holder is no longer allowed to authorise payments, we will suspend our Internet Banking service on that Account. This is in addition to our rights to suspend Internet Banking under Condition 10.4.

9. Charges

9.1 While there is currently no charge for using Internet Banking, there may be charges for certain types of transactions which can be carried out through Internet Banking. Please see the terms and conditions of your Account for details.

9.2 We reserve the right to introduce a charge for using Internet Banking. Please see “Changes to these terms and conditions” below for more information about when we might introduce a charge, and how you can avoid paying it.

9.3 It is also possible that other taxes or costs may exist that are not paid or imposed by us. For example, your Internet service provider or mobile network provider may charge you for using the Internet to access the Internet Banking service and/or for any data you consume while using the service.

10. Suspending and ending your use of Internet Banking 

10.1 These terms and conditions will continue in force indefinitely until either you tell us that you no longer want to use our Internet Banking service under Condition 10.2, we de-register you in accordance with Conditions 10.3, or we cancel your right to use Internet Banking in accordance with Condition 10.4.

10.2 You can cancel these terms and conditions at any time within a period of 14 calendar days beginning with the day you enter into these terms and conditions or end your agreement with us after that by calling our Customer Contact Centre on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK) (Lines open 8am-8pm). If you prefer, you can cancel or end these terms and conditions by sending us a secure message through the Internet Banking online mailbox or by writing to us at Nationwide Building Society, Nationwide House, Pipers Way, Swindon, SN38 1NW.

10.3 We may de-register you from our Internet Banking service if:

10.3.1 you do not log in and use Internet Banking within three months of first registering for it; or

10.3.2 you have not used Internet Banking for over 13 months; or

10.3.3 we reasonably believe that the device you use to access Internet Banking poses any kind of threat to that service – for example, if it is infected with a virus or malware.

If we de-register you from Internet Banking for one of the above reasons, you may be able to re-register for Internet Banking if you wish to use it in the future.

10.4 We may suspend or cancel your right to use Internet Banking under certain circumstances in accordance with the terms and conditions that apply to your Account. We’ll try to tell you in advance (including reasons) or, if we cannot, immediately afterwards, unless, in each case, this would compromise our reasonable security measures or it is unlawful to do this. We’ll lift any suspension once the reason for the suspension has ended.

11. Changes to these terms and conditions

11.1 We will vary these terms and conditions by telling you. Any change we make will be proportionate to the reason we make it. In particular, we recognise that if we are introducing a new charge, this is likely to have a greater impact on you than other changes and so we will only do this when we believe that doing so is a balanced response to the changing circumstances.

11.2 We will normally give you 30 calendar days’ notice before any change takes effect unless it is not practical or possible to do so, in which case we will tell you as soon as we can after the change takes effect. We will notify you by sending you details either in writing, or by email, or by display in branches, or by advertisement, or by secure message to your Internet Banking online mailbox. Since we can give you notice of changes to the terms and conditions within Internet Banking itself we recommend that you log on at least every 14 calendar days. If we introduce a charge for using Internet Banking, though, we will give you no less than two months’ notice and we will tell you by writing to your address or by telling you personally in an electronic format that is equivalent to writing, such as by email.

11.3 If you hold a joint Account, we’ll send information about any changes to the terms and conditions (including information about the introduction of a charge) to the address or contact details of the first person named on our records only, even if you live at different addresses, unless we are required by law to contact you both.

11.4 If you’re not happy with a change we tell you about in advance, and you decide you would like to end the service, you can do so in accordance with Condition 10.2. If we don’t hear from you within 30 calendar days (or within two months if we’ve notified you that far in advance) of us telling you about the change, we’ll take it to mean that you’ve accepted the change.

11.5 We can make changes to the terms and conditions for one or more of the following reasons:

11.5.1 To run Nationwide in a profitable and fair way that balances the needs of our members with the need to remain competitive and maintain our financial strength.

11.5.2 To ensure our terms are consistent with products we offer new members or that the banking industry or our competitors offer.

11.5.3 Due to changes in the costs we incur in running our business or those we incur in providing our existing or new services to you. Examples of these costs might include administrative costs, employment costs, building costs and technology costs. This will also include where the costs of a service or benefit provided by us or by anyone else change.

11.5.4 As a result of changes in technology or the way we want to provide services to our members or to reflect changes in the way the banking industry delivers services.

11.5.5 Because of changes in our ownership or a re-organisation due to us merging with or acquiring another business.

11.5.6 To respond to changes, or reasonably anticipated changes, in the law, regulations or codes of practice which apply to us or because of a decision by a court, ombudsman or regulator.

11.6 If we want to make a change which is to your advantage, we can do that for any reason.

11.7 As we can’t anticipate everything that may happen over the time you hold your Account with us, we may also need to make changes for other justifiable reasons that impact on the way we run our business and your Account. If we do, we will explain the reason to you when we tell you about the change.

12. Personal data

12.1 We only use any personal data we collect through your use of Internet Banking in the ways set out in our privacy policy and we use cookies to ensure that the Internet Banking is safe and secure when you are using it. You can review our privacy policy and our cookie policy at

13. Applicable law

13.1 These terms and conditions, and any discussions we’ve had with you about entering into them, are governed by English law and the language we’ll use in these terms and conditions and our communications will be English. If you want to bring a claim against us in the courts, the courts of England and Wales will be able to deal with any questions relating to these terms and conditions but if you live in another country, you can bring a claim in the courts which are local to you.