Telephone Banking - Terms and conditions

We shall have no liability if you are unable to use Telephone Banking because of the failure of any machine, data processing system or transmission link or anything else beyond our, or our agents reasonable control.

We have taken reasonable steps to ensure that electronic mail and other transmissions passing over the telephone are not interfered with by third parties. However, we cannot guarantee the privacy or confidentiality of any information passing over the telephone or that it will not be interfered with.

These conditions govern the use of Telephone Banking service and form part of, and are to be read together with, the terms and conditions which apply to your account.

In these conditions the following words and expressions have the following meanings: 

  • "account" means any current or savings account or credit card with us which is either in your own name or held jointly with somebody else; 
  • "customer number" means the 10 digit number we give you which lets you use our Telephone Banking service; 
  • "passnumber" means the 6 digit number we give you to help us authenticate your identity before letting you use our Telephone Banking service; 
  • "Telephone Banking" means using a telephone to carry out transactions on your account; 
  • "our/us/we" means Nationwide Building Society; 
  • "you/your" means the person(s) registered for our Telephone Banking service.

2.1 You can access our Telephone Banking service using a touch tone landline telephone or mobile telephone and provided you have a Nationwide FlexAccount or other Nationwide account that we may specify.

2.2 You can use our Telephone Banking service 24 hours a day. If you ask us to carry out a transaction after 5pm (or on a day we are not usually open) the transaction will not go ahead until the next business day (that is Monday to Friday excluding Bank Holidays). We will tell you when you use our Telephone Banking service when your transaction will be carried out.

2.3 You can tell us at any time that you no longer want to use our Telephone Banking service. You can tell us by a secure message on the Internet Bank, by visiting a Nationwide branch or in writing. If you tell us by telephone we may ask you to confirm this in writing. We will continue to carry out any transactions you have already authorised unless you also ask us not to do so and provided it is not too late to amend or cancel those transactions.

2.4 For your protection and to avoid the risk of interception or overhearing we recommend that you use either a landline telephone or digital mobile telephone.

3.1 If you hold an account without a card we will send you a customer number and pass number so you can use Telephone Banking. The pass number is unique to the service. You must memorise your pass number immediately and destroy the notification promptly on receipt.

3.2 Each time you use our Telephone Banking service we will ask you to give us your customer number and three random digits from your passnumber so that you can prove, and we can authenticate, your identity.

3.3 Once registered for Telephone Banking service you must always keep your passnumber secret. If you write it down you must make a sufficient attempt to disguise it. You must not tell anybody else, including anyone you hold a joint account with, your passnumber.

3.4 You must tell us as soon as you can if you know or think somebody else knows your passnumber. You must do this by sending us an e-mail to or by telephoning our Customer Service Centre on 0800 30 20 10 (both 24 hours a day). We may ask you to confirm this in writing within seven days.

3.5 As soon as you tell us you know or think somebody else knows your passnumber we will prevent transactions being carried out on your account using the Telephone Banking service.

3.6 You will not be liable for a Telephone Banking transaction on one of your accounts which was not carried out by you or for access to or use of your accounts by someone else, except in the following cases: You authorised the carrying out of the transaction or the access to or use of the account; You acted with gross negligence, which includes failing to follow the safeguards in Condition 3.1 and 3.3 above or the action detailed in Condition 3.4 above; You acted fraudulently. If you dispute that you have carried out a Telephone Banking transaction, we will expect you to co-operate with us and the police in any investigations. We may give the police any information we consider relevant, to enable them to carry out these investigations.

4.1 We will carry out transactions on your account following instructions you give us or which seem to us to be given by you through our Telephone Banking service. This is provided the correct customer number and passnumber are quoted.

4.2 We reserve the right not to act on any instructions which would mean you would not be keeping to these conditions or those applying to your account. For example, we will not allow a transaction if it will create an overdraft or exceed an agreed overdraft.

4.3 Instructions received before 5pm on a business weekday will be processed by us on the same day. Instructions received after 5pm on a business weekday, or at any time on a non-business day, will be processed on the next business weekday. For the purposes of this clause a 'business weekday' excludes Saturdays and Sundays and all public holidays in England and Wales.

4.4 If we decide not to carry out a transaction we will not be responsible for any loss or damage you suffer because of that decision. We will normally tell you why we are not prepared to carry out a transaction when you use our Telephone Banking service.

4.5 If, because of something beyond our reasonable control or the reasonable control of those acting on our behalf, we are unable to let you carry out a transaction using our Telephone Banking service, we will not be responsible for any loss or damage you suffer as a result. An example of when this may happen is when equipment necessary to use our Telephone Banking service is faulty or out of order.

5.1 If you have a joint account then any one of you may use our Telephone Banking service but you must use your own customer number and passnumber. To be able to use our Telephone Banking service your account must be set up so that any one of you can authorise transactions on your own. Our Telephone Banking service is not available if two or more of you are required to authorise transactions jointly.

5.2 As a joint account holder these conditions apply to you individually and jointly with the other account holder(s).

5.3 As soon as one of you tells us another joint holder is no longer allowed to authorise transactions, or if we think transactions should be authorised by you all jointly, we will suspend our Telephone Banking service on that account.

6.1 We may vary these conditions by telling you. We will do this by sending details about changes either in writing, or by e-mail, or by display in branches, or by advertisement, or by secure message. We will normally give you reasonable 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 changes take effect.

6.2 All national calls from a BT landline are charged at a local rate, calls from other networks may vary. International call charges apply when phoning from abroad. When calling from a mobile, your operator’s call charges will apply.

6.3 We reserve the right to introduce a charge for using our Telephone Banking service but we will give you reasonable notice before we do so.

6.4 We cannot completely guarantee the privacy or confidentiality of any information passing over the Telephone or that it will not be interfered with and by using our Telephone Banking service you are prepared to give us instructions on this basis.

6.5 We may record or monitor calls in order to avoid possible misunderstandings and help maintain customer service.

6.6 We may at any time suspend or discontinue your Telephone Banking service.

6.7 We have a complaints procedure and for more information, or to make a complaint, please:

  1. visit our website and click on the option ‘Contact us’;
  2. phone 0800 30 20 11; or
  3. visit one of our branches.

If you are not satisfied with the way we have dealt with your complaint you may refer it to the Financial Ombudsman Service. You can also refer your complaint to them first without giving us the opportunity to resolve it, but if you do this, they will only consider your complaint with our consent. The Financial Ombudsman Service provides a free, independent, complaint resolution service. Details about their service and how to refer a complaint to them can be found on their website at

6.8 These conditions are subject to English law.

Further important information

Transferring money to and from your accounts

You can transfer money instantly between the following accounts held in your name:

  • Any Nationwide current account, e-Savings, Monthly Income 60+, InvestDirect, CashBuilder, Cash ISA and Smart Account.

Please note: you cannot transfer money from passbook accounts.

Using the bill payment service (only available for Nationwide current account customers)

Before you can use the bill payment facility via Telephone Banking, please set up details of payments you wish to be made. This can be done online, or via a form obtainable from your local branch.

Where possible please set up these arrangements in a readable format and avoid using abbreviations.

The list of payees will be provided to you and you will be asked to confirm yes or no to each one by pressing your telephone keypad.

Please remember to allow sufficient time for payments to be made as some organisations will take longer than others to credit a payment to your account. We recommend that you allow one working day for bill payments to be made. If the date you have selected happens to be a weekend or Bank Holiday, the payment will be processed on the next working day.

Please ensure there are sufficient cleared funds available in your account on the date of the transfer, otherwise the payment cannot be made.

Cancelling or amending payments

If you want to cancel or amend a future-dated bill payment after you have given confirmation via Telephone Banking, you should use one of the methods detailed below:

  • amend/cancel the payment online via Nationwide’s Internet Banking service
  • contact any Nationwide branch who will arrange for the payment to be amended / stopped.

Not yet registered for Telephone Banking?