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.
If you can't view the whole table, swipe or scroll to show more > > >
| 24 hour help? | Telephone | Internet Banking | Mobile Banking | |
|---|---|---|---|---|
| Contact details |
FlexDirect: 03456 077 357 FlexPlus: 0800 11 88 55 All other Flex accounts: 0345 numbers are charged at the standard local rate. Charges vary by provider – up to 16p per minute from landlines and up to 65p per minute from mobiles. Calls are free if your mobile or landline plan includes inclusive minutes. 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 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 0345 numbers are charged at the standard local rate. Charges vary by provider – up to 16p per minute from landlines and up to 65p per minute from mobiles. Calls are free if your mobile or landline plan includes inclusive minutes. 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 | 03457 30 20 10 Monday to Friday, 8am to 6pm. Saturday, 9am to 1pm. Closed Sundays and bank holidays. 0345 numbers are charged at the standard local rate. Charges vary by provider – up to 16p per minute from landlines and up to 65p per minute from mobiles. Calls are free if your mobile or landline plan includes inclusive minutes. |
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.
If you can't view the whole table, swipe, scroll, or rotate your phone to show more > > >
| 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.
| In the 3 months between 1 April 2026 and 30 June 2026 | In the 12 months between 1 July 2025 and 30 June 2026 | |
|---|---|---|
| Total number of incidents reported* | 1 | 3 |
| Incidents affecting telephone banking | 0 | 1 |
| Incidents affecting mobile banking | 0 | 2 |
| Incidents affecting internet banking | 0 | 2 |
| * 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?
If you can't view the whole table, swipe, scroll, or rotate your phone to show more > > >
| 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 |
* The first £50 of an arranged overdraft with this product is interest-free.
** An arranged overdraft is only available on FlexOne if you are 18 years old or over.
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
| Product | Advertised APRs (rates as from 11 November 2019) |
|---|---|
| FlexAccount | 38.2% |
| FlexDirect | 38.2% |
| FlexPlus | 38.2% |
| FlexStudent | 0% |
| FlexGraduate | 0% |
| FlexOne** | 0% |
| FlexBasic | N/A |
** 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
| 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 | 12 | 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 | 12 | days for 99% of customers |
| Once an account is open, customers have Internet Banking** | ||
| The same day for | 0 | % of customers |
| On average in | 9 | days, and |
| Within | 28 | days for 99% of customers |
| **Internet banking services enable customers to set up payees, make deposits and payments. Nationwide recently introduced digital activation for customers who pass certain checks within the current account opening journey, facilitating earlier access to internet banking features. This is not reflected in the above figures. | ||
| Once an account is open, overdraft is available** | ||
| The same day for | 0 | % of customers |
| On average in | 7 | days, and |
| Within | 12 | days for 99% of customers |
| **Internet banking services enable customers to set up payees, make deposits and payments. Nationwide recently introduced digital activation for customers who pass certain checks within the current account opening journey, facilitating earlier access to internet banking features. This is not reflected in the above figures. | ||
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 | 10 | 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.
| 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: