Overview

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.

How to ask for help

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

Other help and support

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

Call us

Future payments
Call us if you’re worried about making future payments:
0800 464 30 30

Mortgages, current accounts and personal loans
Call us if you've already missed a monthly payment: 
0800 464 30 40 

Credit cards
Call us if you've already missed a monthly payment: 
0800 464 30 50 

Fraud
Call us if you believe you've been a victim of fraud: 
0800 464 30 51

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 top 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 

  • If you need more help, we'll tell you about free debt organisations that you can speak to

  • We will 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 above.

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 above.
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 above.

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 - 0800 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. 

By SMS

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 - 0800 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 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.

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.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE.

Nationwide is not responsible for content or availability of external websites. Nationwide does not make any recommendations or endorse any advertising, products, services or other content on external websites. Views expressed on third party websites are those of the public and unless specifically stated, are not those of Nationwide.

Frequently Asked Questions