Payment difficulties

We understand that people sometimes get into financial difficulties and are unable to make payments when they are due. If your Nationwide payments are overdue, you should call us as soon as possible as that makes it easier to help you. 

Our dedicated teams are trained to help with payment difficulties and have lots of experience in helping customers. They will look carefully at your individual circumstances and treat you sympathetically and fairly when you are in financial difficulties.

If your payments are overdue and we have not heard from you, we will do our best to contact you. Sometimes we use text and automated voice messages. To protect you, no details of your accounts are given in the message – it asks you to confirm your identity in the same way as we would ask for this if you telephoned us.

Call us

You don’t need to worry about money on your own – we are here to help with your Nationwide accounts. If you have debts with anyone else, these organisations offer free, independent advice.

Before you call, please complete an income and spending form, which will give us a picture of your financial situation, so we can help you more quickly.

When you call, please have your account number(s) to hand, and remember we will need to ask you some security questions to confirm your identity for your protection.

If you want someone else to call for you we are happy to talk to a relative, friend or debt counselling organisation about your accounts, but we will need your authorisation first for your protection.

Health problems: We will take particular care if you are suffering from health problems, including mental health difficulties, when we are made aware of this. We may need to ask for appropriate evidence of your health problem and may need your permission to record this information on our system.

If we have already written to you about overdue payments please speak to the team that wrote to you - their letter will give a direct telephone number to call.


Tel: 08456 00 96 26

Monday to Friday 8.00 am to 6.00 pm

Current account

Tel: 08456 00 57 07 (select option 2)

Monday to Friday 9.00 am to 5.00 pm

Personal loan

Tel: 08456 00 57 07 (select option 4)

Monday to Friday 8.00 am to 6.00 pm

Credit card

Tel: 08450 76 75 75

Monday to Friday 8.00 am to 9.00 pm, Saturday 8.00 am to 6.00 pm,
Sunday 10.00 am to 4.00 pm

Automated telephone calls and texts

If you have received an automated telephone call or text, please ring us back on 

Tel: 0845 3312610.

Debt Management

If you are using a Debt Management Company:

  • Mortgage, Personal Loan, and Current Account Tel: 01604 836013
  • Credit Card Tel: 08450 767575

The Mortgage Works

Tel: 0800 212 508

Monday to Friday 8.00 am to 8.00 pm, Saturday 9.00 am to 5.00 pm


Tel: 0800 328 3021 

 Monday to Friday 8.00 am to 8.00 pm, Saturday 9.00 am to 5.00 pm

If you are already using a debt management company or debt counselling organisation, we have a specialist team to work with them. Please make sure they (and us) have your written consent to discuss your debts before they call us. 

Please note: if we have asked a third party agent to manage your debt, you should speak to that agent rather than to ourselves

How we can help?