We’re keeping a close eye on the situation and have put in place measures to support you during any personal disruption, ill health or financial difficulty arising from coronavirus.

Visiting your local branch

As an essential service, most of our branches are staying open during the lockdown.

We’re committed to doing all we can to keep offering a counter service for those people who really need to come in and see us. But we are now asking all our members – please only visit us in branch if it’s absolutely necessary.

Most branches are open 10am to 2pm Monday to Friday.

Some branches are now open 9am to 3pm Monday to Friday, and 9am to 12pm Saturday.

You may find some local branches are still closed while our employees self-isolate.


Managing your banking from home

During lockdown, it’s safest to use our Internet Bank and Banking app, which are available 24-hours a day. Registering to manage your finances online is the most important thing you can do to stay in control of your money, wherever you are – but especially if you’re self-isolating.


Get help with your mortgage

We’re committed to supporting our mortgage members who’ve been financially affected by coronavirus. There’s a number of ways we can help. Our Home Support Hub contains the full range of options available to help you with your mortgage payments.

If you've already been on a mortgage payment holiday
Don’t worry. All the options in our Home Support Hub are still available to you, including our new mortgage payment break. It’s very similar to our previous mortgage payment holiday, but the application process has changed. You’ll also be able to choose between a full or a partial payment break.


Worried about money?

Worried about the impact of coronavirus on your finances?

There’s a number of ways we can help, from payment holidays to helping you with your budgeting.

Some of the ways we may be supporting members over the short term include:

  • Ongoing support for mortgage members through our Home Support Package.
  • 3-month payment holidays on mortgages, personal loans or credit cards, allowing a period of flexibility.
  • An interest holiday on your arranged overdraft.
  • Increasing credit card or overdraft limits to help you get through a short period of reduced income.
  • Penalty-free early access to savings in fixed term bond accounts.
  • Reducing our overdraft interest rate from 39.9% to 18.9% per year compounded (variable) from 17 April until 17 July 2020 – you don’t need to ask us for this, we’ll apply it automatically.
  • Support for members in financial difficulty.

Holidays and travel insurance

If your holiday is cancelled because of coronavirus, you may be able to claim your money back.

In the first instance, you should contact your travel provider. If they’re not able to help, you may be able to claim a refund through your Visa debit or credit card. Finally, contact your travel insurance provider if you have one, to see if your trip is covered.


Accessing your money

If you normally use our branches to manage your finances, you may be having trouble getting your money right now – especially if you’re in self-isolation, or your local branch is closed.

If you don't feel confident using our Internet Bank or Banking app, or you're worried about someone else, there's another solution.

We can agree for a trusted family member or friend to take out or pay in money on your behalf. It’s called a Third Party Mandate, and it’s a temporary measure that you can cancel at any time. It's just one of the services we offer to give you a little peace of mind through challenging times.

To find out more, call your local branch. Don’t worry if your local branch is closed at the moment, we’ll redirect you to the nearest one that's open. When you call, we'll let you know what to do next, and tell you about financial limits.

It's very important that you only give a Third Party Mandate to someone you trust. You need to be sure that they will keep your money safe and act in your best interests as you'll be trusting them to make transactions on your behalf, which you will be responsible for. Please note, the trusted family member or friend will need to visit the branch in person to set up the mandate. At the moment, our branches are only open from 10am to 2pm on week days.


Protect yourself from fraud

Be aware that some criminals are using coronavirus to trick people into sharing personal or financial information.

Watch out for:


  • Cold calls from criminals pretending to be from Nationwide or other respectable organisations. Remember that Nationwide will never ask for your card reader codes or one time code over the phone. And we'll never ask you to move your money to a safe account.
  • Strangers claiming they will help buy your shopping if you give them your card and PIN. Never give your card and PIN to a complete stranger.
  • Emails that ask you to click on a link to log in, update information, or to access important news. We’ll never ask you to update your details, or log into the Internet Bank directly from a link in an email or text.

Spot something unusual?

You can dispute a transaction on your debit card in our Internet Bank.


  1. Log in to the Internet Bank
  2. Find our Report unusual activity form under Manage my details
  3. Choose My security
  4. Then choose Report unusual activity on my account.

Latest updates

17 June - Our Home Support Hub

We launch our Home Support Hub to support mortgage members impacted financially by coronavirus.

Visit Home Support Hub


1 June – Changes to branch opening times

Some branches are now open 9am to 3pm Monday to Friday, and 9am to 12pm Saturday. Please stay safe, and only visit us if it's absolutely necessary.
Check your local branch opening times


22 May - Your Home, Our Commitment

We’ve introduced a Home Support Package to help our mortgage members financially impacted by coronavirus.

Find out more about our Home Support Package

9 April - Reducing our overdraft interest rate

We’re temporarily reducing our arranged overdraft interest rate from 39.9% to 18.9% per year compounded (variable) from 17 April until 17 July 2020. If you have an arranged overdraft you don’t need to do anything, we’ll apply the temporary rate automatically.


1 April – Updated Home Insurance information

Find out what our Home Insurance policy covers you for.

Home Insurance during coronavirus


1 April – Increased contactless limit

We’ve increased the contactless limit on our debit and credit cards to £45 to help members minimise contact when shopping. Please note that some shops may not be able to accept this increased amount straight away.


27 March – Can it be done from home?

Whatever you need to do, find out if it can be done from home with our handy list.

Everything you can do from home


27 March – Mortgage offer extensions

Are you buying a property? See what we are doing about mortgage applications.

Find out more about our changes to mortgage valuations and offers


18 March – Travel insurance

Now that coronavirus is a known risk, it is not covered if you open a new FlexPlus account. Or for trips booked on or after 18 March if you already have an account. Check your Nationwide travel insurance cover and get travel advice.