Savings passbook changes FAQs

We are committed to giving our customers choice in how they bank with us. We also want them to receive smooth and efficient service by ensuring our systems are the best they can be.

It is vital that the systems and platforms all our accounts operate on are up to date, efficient and robust.

While there are many benefits from our new technology, we cannot offer passbooks in the same way.

No, your interest rate is not affected by these changes.

Whether you opened a savings wallet account or kept your existing account, you will keep the same rate.

If we make any changes to your interest rate separately, we will let you know.

Yes, we remain committed to our branches and you can continue to bank at any of our branches. But you cannot use a passbook to bank in branch.

We have the biggest banking presence on the high street. We have also renewed our Branch Promise: everywhere we have a branch, we will still be there until at least the start of 2028.

You can manage your savings accounts and ISAs online in our banking app or internet bank.

We have written to everyone with power of attorney for one of our customers to explain how this change impacts you.

Your Third Party Mandate support is not impacted by this change.

Your support from the SST to help with payments and transactions will also continue as normal.

You cannot use your passbook. However, you can keep it for your records.

We cannot accept your passbook as ID in branch and you do not need to return it to one of our branches.

If you opened one of our alternative savings accounts, your transactions are recorded in mini statements, full statements, at cash machines and online.

Mini statements

When you come to a branch, we can give you a mini statement showing your savings balance and recent transactions. The savings wallet has a pocket so you can safely store your mini statements.

Full statements

Each month, we will create a full online statement if you transact within the month. You can download this from your banking app or internet bank.

Cash machine

If you have an instant or limited access savings account, you can use your cash card at cash machines to view your balance and recent transactions or to print a mini statement.

You cannot use an ISA card at a cash machine.

Online

You can view all your transactions by logging in to our banking app or internet bank.

Our top priority is keeping our customers and their money safe.

The savings wallet is designed to be discrete.

The cash card can only be used at a branch counter or at one of our cash machines with a secure PIN.

The ISA card can only be used at a branch counter.

No, your ISA card is not a cash card.

It can only be used to identify yourself at a Nationwide branch counter.

If you have an instant or limited access savings account and you lose your wallet or card, just let us know. We will then post you a new cash card. You can also collect a savings wallet from any Nationwide branch.

If you have an ISA, let us know and we will close your existing ISA and open a new one. We will then post you a new ISA card. You can also collect a savings wallet from any Nationwide branch.