Accessibility Services

Web accessibility

Web accessibility

We are committed to ensuring that all our products and services are easily and equally accessible to all our members, enabling disabled people to conduct their business with us without difficulty. Nationwide is a long-time supporter of web accessibility and aims to provide a first class service for all our website visitors, regardless of ability.

Digital Accessibility Centre logo

Digital Accessibility Centre

In addition to our own routine testing, we also engage with a specialist accessibility testing organisation, Digital Accessibility Centre (DAC). Since we undertook a major redesign of in 2014, DAC have conducted an annual review of the site. We are pleased to report that DAC have awarded us with their AA Accreditation certificate each time, the most recent being granted in February 2016.

Find out more about our AA Accreditation certificate

Digital Accessibility Centre AA accreditation

With the original accreditation, DAC commented: “We thank you for making your website inclusive to as wide a range of users as possible. We realise that you have placed a great deal of effort into this and congratulate you on your efforts.” With the February 2016 re-accreditation, DAC added “Congratulations to Nationwide for working hard again this year to make its website inclusive and accessible for all.”

Our website

Every care and consideration has been given when building our Internet site so that it will be compatible with assistive technology, including screen readers and screen magnification tools.

Our pages feature proper headings and subheadings, lists for blocks of navigation and forms that can be used and navigated by keyboard alone.

Nationwide routinely checks web pages – when amendments are made to existing pages and when new pages are released – to ensure that they meet our accessibility requirements, and we do respond positively to feedback regarding the accessibility of any of our pages or services.

Known issues

Our web pages conform to Level A of the World Wide Web Consortium's Web Content Accessibility Guidelines but in the majority of cases meet the higher AA level.

Our online applications for our Current Accounts, Credit Cards and Personal Loans aren’t compatible with some assistive technology such as screen readers. We’re working hard to fix this. In the meantime you can still apply in one of our branches, by telephone (0800 30 20 11) or textphone (0800 37 80 01).

Make a suggestion about improving our accessibility.

Our Internet Bank

We are constantly striving to improve the accessibility of the Internet Bank, and will continue to monitor and check all our web pages to ensure they continue to meet our accessibility requirements.

The Internet Bank has undergone thorough accessibility testing with Digital Accessibility Centre whose process includes rigorous user testing by their team who are all people with disabilities.

    Our aim is to create an Internet Bank that enables all our customers to get the most out of internet banking with Nationwide and have implemented a number of features to help us achieve this aim.

    Features of our Internet Bank

    • 'Skip to' navigation links
    • Form fields with associated label tags
    • Support for screen reader technologies, keyboard navigation, and commonly-used access keys
    • Alternative colour themes including High Contrast
    • Clear link phrases used throughout (no 'click here' links)
    • Web pages styled using Cascading Style Sheets (CSS)
    • Text equivalent versions of our internet banking demos and statement graphs

    Known issues

    The Internet Bank is technically compliant with W3C Web Content Accessibility Guidelines version 2.0 to level AA with only 2 exceptions:

    • Screen reader users may have difficulty in reading the timeout and logout layer. We advise that screen reader users use the headings dialogue by pressing Ins+F6 to navigate to the layer, or Ins+F7 to bring up a list of links within the layer to either remain logged in or choose to log out.
    • The 'Products' area has low colour contrast when choosing the 'High contrast' theme. We advise that users follow instructions on how to set their own style sheet or by disabling colour within the browser.

    Our online applications for our Current Accounts, Credit Cards and Personal Loans aren’t compatible with some assistive technology such as screen readers. We’re working hard to fix this. In the meantime you can still apply in one of our branches, by telephone (0800 30 20 11) or textphone (0800 37 80 01).

    Make a suggestion about improving our accessibility.

    Help and advice using our Internet Bank

    Browser support

    The Internet Bank has been optimised for use with the following browsers:

    • Firefox version 4 or later
    • Internet Explorer version 7 or later
    • Safari version 4 or later
    • Chrome version 12 or later

    More advice can be found in the Setting up your browser section.

    The Internet Bank has been built to web standards (W3C) and should support the use of all assistive technologies configured to work with these standards, for example JAWS.

    We have fully tested the internet bank using JAWS v10.

    Changing the size or colour of the display

    The Internet Bank does offer different colour schemes, including a High Contrast scheme which may benefit some users. You can change the theme by selecting the 'Manage my details and settings' option, followed by 'My site settings'.

    You can also use the controls in your browser to change the size of the text or the colour of the display.

    For example, to override website font and colour settings in Internet Explorer:

    1. Open Internet Explorer by clicking the Start button, and then clicking Internet Explorer.
    2. Click the Tools button, and then click Internet Options.
    3. Click the General tab, and then click Accessibility.
    4. Select the Ignore colors specified on web pages, Ignore font styles specified on web pages, and Ignore font sizes specified on web pages check boxes, and then click OK twice.

    Keyboard navigation

    If you are using a screen reader, you should be able to navigate through the site using the following keyboard commands:

    • H to move forwards through the page headings
    • Shift + H to move backwards through the page headings
    • 1 to navigate to the next level 1 heading (or 2 for the next level 2 heading, and so on to heading 6)
    • Shift + 1 to navigate to the previous level 1 heading (same applies for headings 2-6)
    • Insert + F6 to get a list of all headings on the page
    • Insert + F7 to get a list of all links on the page

    Using forms

    You can use your keyboard to move around pages and forms on the Internet Bank.

    All form elements within the internet bank are mandatory unless they are marked as optional.

    New windows and new layers

    Some of the links within the Internet Bank will open a new window. Where this is the case, we will always let you know through a visual icon and hidden text.

    Some links may also open in a new layer, like a pop up, on top of the page you are viewing.

    Using a card reader

    Nationwide introduced Card Reader Security to provide customers with an additional layer of security when logging in to the Internet Bank or making payments.

    For customers who find the standard card reader difficult to use, we can provide a special Accessibility Card Reader, with larger buttons and a clearer display.

    You can request an Accessibility Reader by contacting us on 0800 30 20 11 (Minicom 0800 37 80 01)

    Our Mobile Banking app

    We have made every effort to make our Mobile Banking app usable for all our customers, however there are currently no formal recognised standards for developing Accessible Mobile Applications.

    If you have issues in using our Mobile Banking App in accessibility mode, please remember that our WCAG AA accredited Internet Bank is also available via the browser on your iPhone or Android smartphone.

    Apple, the Apple logo, and the iPhone are trademarks of Apple Inc. registered in the U.S. and other countries. 

    Android is a trademark of Google Inc.

    Known issues

    The Mobile Banking app has been designed to work with accessibility features on iPhone, however we are aware of the following issues with the app in 'VoiceOver' mode:

    • The ability to scroll pages using 'three finger swipe' and selecting links below the page fold is not available. Reading all elements on the page is possible using the right-to-left swipe function and all other gestures.
    • Navigating in headings only mode using the rotor tool is unavailable on a number of pages.

    At present the Mobile Banking Application has not been designed to work with 'TalkBack' on Android™ smartphones. We are currently working on this and hope to remedy this in the future. 

    If you experience any difficulties in using Mobile Banking, please contact us on 0345 266 08 94 and we will do our best to help.

    Our mortgage application

    The online mortgage application tool has undergone thorough accessibility testing, including rigorous user testing by users who have a range of different accessibility needs.

    Known issues

    The Product Selection and Customer Details screens on the Rate Switch application need to be read in context because Mandatory fields are not picked up out of context.

    The Rate Switch, Additional Borrowing, New Purchase and Remortgage functions are compliant to Level A standard.

    If you experience any difficulties in using the Mortgage application, please contact us on 0800 30 20 10 and we will do our best to help.

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    Setting up your browser

    Access keys