How we use your information

How we use your information

When we refer to Nationwide, we mean:

  • Nationwide Building Society; and
  • its subsidiary companies, overseas branches and any limited liability partnership of which it is a member. These include Nationwide Covered Bonds LLP, The Mortgage Works (UK) plc, E-Mex Home Funding Ltd and Derbyshire Home Loans Ltd.

Nationwide hold the following details about you:

  • personal information, such as your name, address and date of birth, including personal information you provided to Nationwide when you applied for a product or service and were declined
  • details of the accounts and products you hold and previously held with Nationwide
  • details of products with other providers that we have sold to you or you have told us about
  • details of when you contact us and when we contact you
  • if you provide us with your personal information we will keep the information for as long as is necessary to comply with any statutory or legal obligations or for audit purposes.

Sensitive Personal Data

For some products, for example insurance, it will be necessary to collect and process information which the Data Protection Act defines as “sensitive” (such as criminal convictions or health information) either at the point of product application or when a claim is made. In such cases we will always explain what information we require and why it is needed – and you will be asked to consent to it being processed. Such data will always be processed and stored securely.

In some circumstances you may wish to provide us with sensitive personal data to enable us to help you access and manage your accounts either permanently or temporarily. Where possible we will ask for your consent, but if you write to us or send a secure message when you are signed on to the Internet Bank we will assume you are happy for us to record the information unless you tell us not to. If this information is provided by someone acting on your behalf we will record what information has been provided and who gave it to us.

Sometimes you may wish to make an informal request to see part of your information because you want to check specific details on your account(s). We will be happy to discuss these requests with you but, as you will appreciate, there is a need for us to protect your confidentiality.

One of the ways we protect your confidentiality is to check that anyone asking for personal information has the right to receive it. Sometimes we may ask you to prove your identity or provide a written authority before making information available.

We hold customer information on a central customer database which is also the register of our members. If you hold products registered at different addresses, please note that for AGM voting purposes, and for some other mailings which are not specific to one account for example the annual savings promise mailing, it will be the most recently updated address held by Nationwide Building Society that will be used. Individual account statements and communications will always be sent to the address of the first named account holder associated to the account in question.

We only hold one email address and one of each type of phone number per customer and these apply to any accounts or policies you hold with Nationwide. Any changes to these details applied as part of account or policy opening processes will update details we already hold for you. If the details are recorded for a one-off process request, they will not be retained for future use.

If you hold a product with Nationwide and you notify us of changes to your personal details, we will update all of your Nationwide records unless you ask us not to.

If you have opened an account or policy with another organisation introduced to you by Nationwide for example Legal & General, and you notify us of amendments to your personal details we may pass the updates to them. However, you will need to contact the other organisation to confirm the changes.

Central customer database
I have a Product held with: Who do I need to contact to update my records for example change my address?
Nationwide Building Society; The Mortgage Works (UK) plc; UCB Home Loans Ltd; E-Mex Home Funding Ltd; Derbyshire Home Loans Ltd; Nationwide Commercial Savings
Nationwide Building Society

Use of your personal information

We are required by law to check the identity of our new customers and our existing customers from time to time. This makes it more difficult for criminals to use financial systems, or to use false names and addresses, or to steal the identities of innocent people. Checking identity is an important way of fighting money laundering and other criminal activities.

To enable us to meet this obligation we will access databases including those held by credit reference agencies and the electoral roll in order to validate your name and address. This process involves checking the details you provide against those databases to confirm your identity. If we are unable to validate your name and address details in this way, we may ask you to provide certain documents to confirm your name and address.

In addition to this, as part of our ongoing requirement to verify the identity of existing customers, you may be asked to provide certain documents to confirm your name and/or address even though you may not be applying for new products or services.

Nationwide uses your personal information to consider your application to open, maintain and manage your accounts and policies and to deal with enquiries you may make or authorise. We collect this information from you directly, from a third party authorised to act on your behalf, or from other organisations such as credit reference agencies. When we ask you for information we will explain to you why we need it and how we plan to use it.

Your details are used to help us to identify our products and services (and those of selected third parties) that we believe may be of interest to you, which may be based on products you hold with us or on transactions carried out on your account(s).

If you provide us with information about accounts you hold with other financial providers, we will record these details. Unless you object, this information will be used to help us improve our products, services and marketing communications.

If you do not wish to receive information on products and services by letter, telephone or e-mail, or any combination of these, you can write at any time to the addresses below. From time to time we may invite you to review that decision.

If you hold accounts with To change your marketing instruction please contact:

Nationwide Building Society 

Nationwide Commercial Savings

Nationwide Building Society,
Marketing Opt Out,
SN38 9LY

If you are an existing customer applying for a new Nationwide product or a product sold by Nationwide, in order to improve our service to you and speed up the account opening process, we may pre-fill the application forms using the information we already hold about you.

We are continually looking to improve our systems to provide a more efficient service. As part of this process, it may be necessary to use information provided by our members for the purpose of system testing. We will ensure that any testing is carried out in a secure and controlled environment.

We (and our service providers) may process personal information outside of the UK for the purposes described in this leaflet, and we will ensure that it is secure and protected from unauthorised access. Where personal information is processed in countries that do not have the same level of legislation protecting information as the UK, such as the USA or India, we will ensure your information is protected to the same level as the UK.

Within Nationwide
Information about you and any products you hold with us may be used within Nationwide for all purposes necessary for performing our contract with you and for:

  • making lending decisions
  • tracing debtors and collecting debts
  • assisting in verifying your identity
  • assessing risks
  • understanding your requirements
  • developing, testing, researching and improving products and services
  • training and business analysis
  • legal and regulatory compliance
  • preventing or detecting financial crime

With other organisations
Nationwide may disclose your personal information to other people or organisations if any of the following applies:

  • we have your consent; or
  • for the purposes of them providing products, services or research in association with or on behalf of Nationwide including for example free travel insurance or other extra products or services, or helping Nationwide to provide the same, in which case our contract with them will not allow them to use your information for anything else; or
  • for the purpose of them providing administrative, processing, analytical or other similar services to Nationwide to assist Nationwide in the provision of products and services to our customers; or
  • for the purpose of verifying information you have given us for example verifying your income when assessing you for credit; or
  • for the purposes of improving our products, services and marketing communications, with specialist market research organisations who may contact you on our behalf and invite you to take part in market research, but who will not be allowed to use your information for anything else; or
  • where we have sold their service or product to you; or
  • where we may transfer rights and obligations under any contract with you; or
  • where you have opened an account or policy with another organisation, introduced to you by Nationwide, and you notify us of amendments to your personal details. You will also need to contact the other organisation to confirm the changes; or
  • where we are required or permitted to do so by law or regulation.

Nationwide does not share or give any information to external companies for their own marketing purposes.

Credit checking and fraud prevention:

When you apply for a new account or facility or an increased facility, or where we believe there may have been a change in your circumstances, we may use the information you give us to assess any business risk by obtaining credit references from credit reference agencies, and undertaking credit scoring and/or underwriting assessment of your application/account.

Credit scoring

Credit scoring and underwriting are automated techniques, which base decisions on the information you have provided directly to us, any information we may hold about you and any information we may obtain from credit reference agencies or other organisations. Where we use information from other organisations, we will tell you who they are. This process also helps us to determine the facilities that we are able to offer you, so it is very important that the information you give us is accurate.

Credit reference agencies

We will record details at the credit reference agencies of your agreement with us, the payments you make under it and any default or failure to keep to its terms.

These records will be shared with other organisations and used by us and them to:
i. help make decisions about credit and credit related services such as insurance, for you and members of your household
ii. trace debtors, recover debt, prevent money laundering and fraud.

The credit reference agencies may use your information for statistical analysis.

When considering your application for a mortgage, loan, credit card, account with overdraft facilities, or increase to an existing loan or overdraft or where we believe there may have been a change in your circumstances, we search credit reference agency files and the electoral roll to verify the identity of all applicants in order to protect you and Nationwide. The agencies we use will add to your record details of our search which will include any previous and subsequent names, and your application, whether or not your application proceeds. These details will be seen by other organisations that make searches. If your application is declined, this will not be disclosed to the credit reference agency.

Please be aware that multiple credit searches may affect your ability to obtain credit elsewhere.

If you are making a joint application a 'financial association' will be created between yourself and the other applicant(s) at the credit reference agencies. This association and any others that either of you may have will be considered in all future applications by ourselves and other lenders.

We may carry out additional fraud prevention checks using fraud prevention databases. If false or inaccurate information is provided, and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies and government agencies may access and use this information.

We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

  • checking details on applications for credit and credit related or other facilities, such as additional loans or overdrafts
  • managing credit and credit related accounts or facilities
  • recovering debt
  • checking details on proposals and claims for all types of insurance
  • checking details of job applicants and employees

Details of the fraud prevention databases that we use are listed in the ‘Further Information’ section.

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

If your complaint is about the administration, or terms and conditions of an insurance product sold by Nationwide but provided by another company, you may need to contact the insurer to resolve any issues that you might have. Where necessary, we will forward details of your complaint to the insurer concerned and provide you with their contact details.

If it appears that your complaint might be better investigated by another company we will let you know how to contact them, and will send the details of your complaint to them.

Prevention of financial crime
In the event of any investigation into suspected fraud or money laundering activity by the insurer, Nationwide will make your details and the information provided for checking your identity available to the insurance provider concerned.

If you default on your repayments and we fail to reach an agreement to repay the debt, we will give you 28 days notice before recording a default with the credit reference agencies. The default will remain on the credit reference agency records for a period of 6 years.

In addition we may authorise a third party such as a debt collection agent or a solicitor to act on our behalf in the recovery of the debt. If we decide to take this action we will inform you before we disclose your details to them.

If we are unable to locate you to discuss the situation, we may pass your details to a tracing agency.

We may record telephone calls for security and training purposes. We also operate CCTV throughout our branch network.

We will not send confidential information by email without your consent or unless you have chosen to communicate with us by email.

If you change your name, address, telephone number or email address it is important that you notify us immediately.

We may monitor and respond to comments or opinions on social networking sites for example Facebook/Twitter.

Nationwide collects, holds and processes your personal information in accordance with the law of England and Wales.

Correction of details

You have the right to have any inaccurate information corrected. To request an amendment to your details please write to: The Data Privacy Manager, Data Privacy Team, Group Security, Nationwide Building Society, Kings Park Road, Moulton Park, Northampton NN3 6NW.

How to request your details

You have the right to see and receive a copy of any personal information we may hold on you.

To request a copy of the personal information we hold on you, please write to the relevant address below. Please specify in your letter which organisation(s) you are requesting information from and, where possible, include account number(s) and details of the information you require.

Access to your details
Information held by: Address:
Nationwide Building Society

UCB Home Loans Ltd

Nationwide Trust Ltd

The Mortgage Works (UK)

E-Mex Home Funding Ltd

Cheshire Property Services Ltd (Cheshire Estate Agency)

Derbyshire Home Loans

The Subject Access Request Team Member Service

Nationwide Building Society

Kings Park Road

Moulton Park


Closed Nationwide UK (Ireland) Accounts Team

The Subject Access Request Team (Ireland)

Customer Operations

Nationwide Building Society

Kings Park Road

Moulton Park



United Kingdom
Closed Nationwide International Accounts Team

The Subject Access Request Team (IOM)

Customer Operations

Nationwide Building Society

Kings Park Road

Moulton Park



United Kingdom

You also have the right to see any personal data held by the credit reference or fraud prevention agencies. If you would like to apply for a copy their addresses are listed in the next section.

Credit reference agencies and external databases

Nationwide uses the services of the following credit reference agencies:

Equifax Europe Ltd
Customer Service Centre,
PO Box 10036,
LE3 4FS.

Experian Ltd
Consumer Help Service
PO Box 8000,
NG80 7WF.
Tel: 0844 481 8000

Callcredit Ltd
Consumer Services Team,
PO Box 491,
LS3 1WZ.
Tel: 0330 024 7574

Nationwide subscribe to the following databases which share information relating to creditworthiness and to help prevent fraud:

GB Group plc
The Foundation,
Herons Way,
Chester Business Park,
CH4 9GB.

UK Payments Administration Ltd 
A UK Payments association which is used by banks, building societies and card 
issuers to share data for fraud prevention purposes. 

CAIS, Insight and Share 
These are credit account information sharing schemes, which are operated by the principal credit reference agencies.

This is a data sharing scheme used for fraud prevention and detection.
6th Floor - Lynton House,
7 - 12 Tavistock Square,
WC1H 9LT. 

Insurance Database Services Ltd, an insurance fraud prevention database using the Claims Underwriting Exchange (CUE) and supported by the Association of British Insurers. 

A fraud prevention service operated by Equifax Europe (UK) Ltd for a number of
insurance companies.

National Hunter
A fraud prevention service operated among a number of lenders of mortgages and unsecured loans,
credit card operators and insurance companies.
National Hunter,
PO Box No. 2756,
ST6 9AQ.

National SIRA 
A fraud prevention service operated among a number of lenders of mortgages and unsecured loans,
credit card operators and insurance companies.
Compliance Department,
Synectics Solutions Ltd.,
Synectics House,
The Brampton,
ST5 0QY.

RSA Security Ireland Limited
An online fraud prevention service operated among a number of payment card issuers to prevent fraudulent online transactions using credit and debit cards.

We may make changes to this leaflet from time to time. You may obtain a copy of the most recent version from a branch or online at