Issuing refunds if money is taken without your authorisation

We’ll refund money taken without authorisation from your account through our:

  • Banking app
  • Internet Bank
  • Open Banking service

You won’t lose a penny if money is taken fraudulently from your account. But you might not be entitled to a refund if you:

  • made the payment because a fraudster convinced you to
  • didn’t take reasonable steps to keep card and security details safe (as set out in your terms and conditions)
  • acted fraudulently - this can include withholding information or making a false claim statement.


Tell us about any suspicious transactions as soon as you notice them. You might not receive a refund if the transaction happened more than 13 months ago.

Protecting your money 24/7

Monitoring your accounts for criminal activity

Nothing is more important to us than keeping our members’ money safe, so we monitor and protect your account with the latest technology 24/7.

Learn more about about our online banking services and how we keep you safe:

Concerned you might be being scammed?

We’re on hand to talk to when you’re not sure about a payment from your current account.

If you call us or come into branch, we’ll ask you about the payment, check the details and tell you if we’re worried it’s a scam. Unless we told you not to make the payment, we’ll give you back every penny if it turns out to be a scam. This is our Scam Protection Promise.

Just call us any time on 0800 030 40 57 or come into your local branch.

The payments covered by our Promise are:

  • Faster Payments

  • CHAPS payments

  • electronic payments between Nationwide accounts.

The Promise does not cover:

  • cash withdrawals

  • cheques

  • card payments

  • overseas payments through SWIFT and SEPA.

Providing information on staying safe online

Criminals need your security details to get into your online accounts. That’s why many scams are designed to convince you to hand them over. Being aware of the latest threats is the best way to stay safe.

Nationwide banking app image

To use our Banking app, your device must be running Android TM 7.0 (KitKat) or higher, or Apple iOS 12 or higher. Beta versions of operating systems are not supported. Our Watch App is no longer supported but Apple Pay and Google Pay will continue to work on your watch or mobile device. iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license. Apple, Apple Pay, iPhone and the Apple logo are trademarks of Apple Inc. registered in the US and other countries and regions. App Store is a service mark of Apple Inc. Google, Android, Google Pay and Google Wallet are trademarks of Google LLC.