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Nationwide Service Quality Metrics

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

Contacting us for help

How and when you can contact us to ask about the following things.

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Contacting us for help
24 hour help? Telephone Internet Banking Mobile Banking
Contact details

FlexDirect: 03456 077 357

FlexPlus: 0800 11 88 55

All other Flex accounts:
03457 30 20 11

All lines are available 7 days a week, 365 days a year but with some services limited to time detailed below

 Banking online Download our Banking app
Checking the balance and transactions No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Sending money within the UK, including setting up a standing order No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Sending money outside the UK No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Paying in a cheque No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Cancelling a cheque No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Cash withdrawal in a foreign currency outside the UK No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
A lack of funds: Including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Third party access to an account, for example under a power of attorney No Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Problems using internet banking or mobile banking No FlexDirect: 03456 077 357

 

FlexPlus: 0800 11 88 55

 

All other Flex accounts:
03457 30 20 11
Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.		 Not possible Not possible
Reporting a suspected fraudulent incident or transaction Yes 0800 055 66 22
24 hours		 Not possible Not possible
Progress following an account suspension or card cancellation e.g. following a fraud incident Yes 0800 055 66 22
24 hours		 Not possible Not possible
Account opening: Including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No 0800 30 20 10
Monday to Friday, 8am to 6pm.
Saturday, 9am to 1pm.
Closed Sundays and bank holidays.		 Not possible Not possible

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

Using your bank account

How and when you can use your bank account to do the following things.

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Using your bank account
Telephone Banking Internet Banking Mobile Banking
Checking the balance 24 hours 24 hours 24 hours
Accessing a transaction history 24 hours 24 hours 24 hours
Setting up a standing order Not possible 24 hours 24 hours
Sending money within the UK Not possible 24 hours 24 hours
Sending money outside the UK Not possible 24 hours Not possible
Paying in a cheque Not possible Not possible Not possible
Cancelling a cheque Not possible Not possible Not possible

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

Major payment service incidents

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Operational and security incidents
In the 3 months between 1 October 2023 to 31 December 2023 In the 12 months between 1 January 2023 to 31 December 2023
Total number of incidents reported* 3 7
Incidents affecting telephone banking 3 7
Incidents affecting mobile banking 3 7
Incidents affecting internet banking 3 7
* Total incidents may be higher or lower than the sum of telephone, mobile and internet banking incidents. This will happen when (a) a single incident affects more than one of those channels or (b) an incident does not affect any of those channels.

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available here (opens in a new window) .

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at ombudsman-complaints-data.org.uk (opens in a new window).

What is the interest rate being charged on our products?

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Interest rates charged for arranged and unarranged overdrafts.
Product Annual interest rates payable for arranged overdrafts (rates as from 11 November 2019) Annual interest rates payable for unarranged overdrafts (rates as from 11 November 2019) Refused payment fee (rates as from 11 November 2019)
FlexAccount 39.9% 0% £0
FlexDirect* 39.9% 0% £0
FlexPlus 39.9% 0% £0
FlexStudent 0% 0% £0
FlexGraduate 0% 0% £0
FlexOne**  0% 0% £0
FlexBasic N/A N/A N/A

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing

Current account products and advertised APRs.
Product Advertised APRs (rates as from 11 November 2019)
FlexAccount 39.9%
FlexDirect* 39.9%
FlexPlus 39.9%
FlexStudent 0%
FlexGraduate 0%
FlexOne**  0%
FlexBasic N/A

* FlexDirect offers an interest free arranged overdraft for 12 months after you open the account. If you’ve had a FlexDirect account before, it’s not possible to use this offer again. However, you will get the offer on a new joint account, as long as you have not shared a FlexDirect account with that person before.

** An arranged overdraft is only available on FlexOne if you are 18 years old or over.

Information about how to open a current account

Opening a current account with us

Go to our current account overview page to find out how you can open an account, and what information and documents you need to give us to open an account.

Services at account opening

Services at account opening
We give customers an account number and enable them to start paying into the account*
The same day for 31 % of customers
On average in 5 days, and
Within 11 days for 99% of customers
*These figures are based on the time taken once we have received all the information and documents we ask for at Proving your identity
Once an account is open, we give customers a debit card
The same day for 0 % of customers
On average in 7 days, and
Within 11 days for 99% of customers
Once an account is open, customers have Internet Banking
The same day for 0 % of customers
On average in 8 days, and
Within 11 days for 99% of customers
Once an account is open, overdraft is available
The same day for 0 % of customers
On average in 7 days, and
Within 11 days for 99% of customers

Replacing a lost, stolen or stopped debit card

Replacing a lost, stolen or stopped debit card
We replace debit cards
The same day for 0 % of customers
On average in 6 days, and
Within 9 days for 99% of customers

How to open a current account

To open an account, as a new customer you’ll need to prove your identity. We may request additional information or documents in individual cases.

Information about how to open a current account
You can open an account:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment In some cases
By sending us documents and information electronically Yes
By post No

Supporting your needs

If you have a specific need or concern and would like to know how we can support you, you’ll find all the ways we can support our current account members on our supporting your needs page.

The requirements to publish the Competition and Markets Authority Service Quality results for personal current accounts can be found at:

Service quality service results GB

Service quality service results NI