MyNationwide Terms and Conditions of Use

1 Words we use

1.1 In these terms and conditions the words and expressions below have the following meanings: MyNationwide is an app that provides you with access to communicate with Nationwide , via a messaging service, to help you with mortgage related enquiries. Security Data means any details we ask you to use to log in to and use MyNationwide, which includes log in details, security passcode and security password.

1.2 Only you and us will have any rights under these terms and conditions.

2 Accessing and using MyNationwide

2.1 The first time you log into MyNationwide as a new user you will be required to register by choosing log in details, a security passcode and a security password.

2.2 Once you have registered you may be able to log in using fingerprint recognition or other biometric means of identification that may be available on certain devices, or by entering your Security Data.

2.3 Your device must be running a compatible version of the operating system in order to use MyNationwide and to receive notices and information from us.

2.4 The functionality and features of MyNationwide may vary depending on the type of device, the version of the operating system and the version of MyNationwide you are using.

2.5 Your device will need access to the internet in order for MyNationwide to work.

2.6 If we detect that your device has been compromised in a way that may allow unauthorised or malicious software to be installed, or that it may carry a virus or any malware threat, we have the right to prevent you accessing MyNationwide using that device.

3 Support for MyNationwide

3.1 We may periodically issue updates to MyNationwide through the Apple App Store or Google Play. You must download these updates and you should regularly check for updates as you may not be able to use MyNationwide until they have been downloaded. Apple is a trademark of Apple Inc. Google Play is a trademark of Google Inc.

3.2 We may stop supporting MyNationwide on your device or on the version of the operating system running on your device. When this happens, you will no longer be able to use MyNationwide until you have updated the operating system on that device, or you use an alternative device that is supported, as applicable.

3.3 We will do our best to tell you when you log into MyNationwide if we believe that MyNationwide, your device or version of your operating system will no longer be supported.

4 Keeping your Security Data safe

4.1 You will always be responsible for making sure information either shown or stored on your device is kept secure and confidential to you. In particular, you should make sure you log out at the end of your session. To increase the security of MyNationwide, you will automatically be logged out of your session after a period of inactivity. We may also block your access if you incorrectly enter your Security Data a number of times in a row. You will be able to log back in by following the instructions on MyNationwide.

4.2 It is important that you take all reasonable precautions to take care of your Security Data. You must take reasonable steps to keep your Security Data safe and secret at all times. You should not tell anyone, even us or the Police, what your Security Data is.

4.3 You must tell us as soon as you can if you know or think somebody else knows your Security Data (in circumstances when they shouldn't know this information). You must do this by sending us an e-mail to or by telephoning our Customer Contact Centre on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK) (both 24 hours a day). We may ask you to confirm this in writing within seven calendar days.

4.4 If you chose to use fingerprint recognition or any other means of biometric identification to log into MyNationwide, then you agree that these forms of authentication can be used to log in and operate all features of MyNationwide. You should not allow anyone else's fingerprint or other biometric means of identification to be stored on your device as that fingerprint or other biometric identification can be used to access MyNationwide.

4.5 You must not alter or adapt any part of MyNationwide or carry out any reverse engineering. You must not use MyNationwide on a device or operating system that does not have supported or warranted configurations, including one which has had the limitations set by your network service provider and/or the device manufacturer removed without their approval.

5 Licence restrictions

5.1 All intellectual property rights in MyNationwide belong to us and / or our licensors. You have no intellectual property rights in, or to, MyNationwide other than the right to use MyNationwide in accordance with these terms and conditions and you shall not be entitled to grant any rights to any third party in relation to MyNationwide.

5.2 You agree that you will only download MyNationwide from the Apple App Store or Google Play.

5.3 You agree that you will not use MyNationwide in any unlawful or malicious manner or in any manner inconsistent with these terms and conditions.

6 Our responsibilities to you

6.1 You can use MyNationwide 24 hours a day. Occasionally you may not be able to use MyNationwide – for example, when we carry out maintenance or updates. In circumstances where we know access to MyNationwide may be interrupted we will do our best to notify you in advance. You may continue to contact us through other methods during this time.

6.2 We will not be liable for any loss or damage you may suffer as a result of our failure to provide all or part of the functionality and features of MyNationwide when we carry out maintenance or updates or for any abnormal or unforeseeable reason that is beyond our reasonable control and which we could not reasonably have prevented such as the failure of any system or communications network operated by someone else.

7. Costs

7.1 While there is currently no charge for using MyNationwide, we reserve the right to introduce a charge for using MyNationwide. Please see "Changes to these terms and conditions" below for more information about when we might introduce a charge, and how you can avoid paying it.

7.2 It is also possible that other taxes or costs may exist that are not paid or imposed by us. For example, your network operator may charge you for the data you consume when downloading and/or using MyNationwide.

8 Suspending or ending your use of MyNationwide

8.1 These terms and conditions will continue in force indefinitely until you cancel or end your contract with us under Condition 8.2 or we withdraw or cancel your use of MyNationwide in accordance with Conditions 8.4 or 8.5.

8.2 You can cancel these terms and conditions at any time within a period of 14 calendar days beginning with the day you enter into these terms and conditions or end your agreement with us after that by simply deleting MyNationwide from your device. If you prefer, you can cancel or end these terms and conditions by sending us a secure message through the internet banking online mailbox or in writing to us at Nationwide Building Society. Head Office: Nationwide House, Pipers Way, Swindon, Wiltshire SN38 1NW.

8.3 You acknowledge that it is your responsibility to delete MyNationwide from the device you use to access MyNationwide if you change or dispose of your device or you cancel or end your contract with us under Condition 8.2.

8.4 We may withdraw MyNationwide if we decide to stop making it available to customers. If we do, we will let you know in the manner set out in Condition 9.2.

8.5 We may suspend or cancel your right to use MyNationwide under certain circumstances. We'll try to tell you in advance (including reasons) or, if we cannot, immediately afterwards, unless, in each case, this would compromise our reasonable security measures or it is unlawful to do this. We'll lift any suspension once the reason for the suspension has ended.

9 Changes to these terms and conditions

9.1 We will vary these terms and conditions by telling you. Any change we make will be proportionate to the reason we make it. In particular, we recognise that if we are introducing a new charge, this is likely to have a greater impact on you than other changes and so we will only do this when we believe that doing so is a balanced response to the changing circumstances.

9.2 We will normally give you 30 calendar days' 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 change takes effect. We will notify you by sending you details either in writing, or by email, or by display in Nationwide branches, or by advertisement, or by notice within MyNationwide. Since we can give you notice of changes to the terms and conditions within MyNationwide itself we recommend that you log on at least every 14 calendar days. If we introduce a charge for using MyNationwide, though, we will give you no less than two months' notice and we will tell you by writing to your address or by telling you personally in an electronic format that is equivalent to writing, such as by email.

9.3 If you're not happy with a change we tell you about in advance, and you decide you would like to end the service, you can do so in accordance with Condition 8.2. If we don't hear from you within 30 calendar days (or within two months if we've notified you that far in advance) of us telling you about the change, we'll take it to mean that you've accepted the change.

9.4 We can make changes to the terms and conditions for one or more of the following reasons:
(a) To run Nationwide in a profitable and fair way that balances the needs of our members with the need to remain competitive and maintain our financial strength.
(b) To ensure our terms are consistent with products we offer new members or that the banking industry or our competitors offer.
(c) Due to changes in the costs we incur in running our business or those we incur in providing our existing or new services to you. Examples of these costs might include administrative costs, employment costs, building costs and technology costs. This will also include where the costs of a service or benefit provided by us or by anyone else change.
(d) As a result of changes in technology or the way we want to provide services to our members or to reflect changes in the way the banking industry delivers services.
(e) Because of changes in our ownership or a re-organisation due to us merging with or acquiring another business.
(f) To respond to changes, or reasonably anticipated changes, in the law, regulations or codes of practice which apply to us or because of a decision by a court, ombudsman or regulator.

9.5 If we want to make a change which is to your advantage, we can do that for any reason.

9.6 As we can't anticipate everything that may happen, we may also need to make changes for other justifiable reasons that impact on the way we run our business. If we do, we will explain the reason to you when we tell you about the change.

10 Complaints

10.1 We have a complaints procedure and for more information, or to make a compliant, please:
(a) Visit our website and click the option ‘Contact Us’;
(b) Phone 0800 30 20 11; or
(c) Visit one of our branches

10.2 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 . You also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform can be found at

11 Applicable law

These terms and conditions, and any discussions we've had with you about entering into them, are governed by English law and the language we'll use in these terms and conditions and our communications will be English. If you want to bring a claim against us in the courts, the courts of England and Wales will be able to deal with any questions relating to these terms and conditions but if you live in another country, you can bring a claim in the courts which are local to you.