These terms and conditions govern your use of the Nationwide Banking app. 

1. Words we use

1.1 In these conditions the following words and expressions have the following meanings:


  • ‘Account’ means your Nationwide account which is either in your own name or held jointly with somebody else.
  • ‘Banking App’ means a service you can register for if you are already registered for Internet Banking – it’s an app that allows you to have access to your Account via a mobile device.
  • ‘Card’ means a card we issue on your Account that is able to be used in the Card Reader.
  • ‘Card Reader’ means a hand-held device provided to you to use with your Card to generate a passcode which works independently of the Banking App and your device.
  • ‘Customer Number’ means the 10 digit number we give you which is associated with your Accounts and which you may use to access the Banking App, or our Internet Banking or Telephone Banking service.
  • ‘Internet Banking’ means a service you can register for with us that allows you to have access to your Account via a secure site you can log in to via nationwide.co.uk.
  • ‘Internet Banking log in details’ means the details we ask you to use to log in to Internet Banking or the Banking App which may include your Customer Number, Memorable Data, Passnumber and/or Card Reader-generated passcode.
  • ‘Memorable Data’ means your personal memorable data that we can use to check your identity.
  • ‘Passnumber’ means the six digit number you may use to authenticate your identity before you can use Internet Banking or the Banking App.
  • ‘Security Data’ means both your Internet Banking log in details and any details we ask you to use to log in to and use the Banking App.
  • ‘Telephone Banking’ means our telephone banking service.

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

2.  Accessing and using the Banking App

2.1 You may only access the Banking app if you are registered for Nationwide Internet Banking.

2.2 The functions and types of transaction you can carry out using the Banking app may vary depending on the type of handset you are using. You will only be able to log into the Banking app using fingerprint or other biometric means if you have an eligible device.

2.3 You should not store anyone else's fingerprint or other biometric means of identification in your device if that fingerprint / other biometric information can be used to authorise a payment or access your card details. We will treat your payment authorised by that fingerprint / other biometric identification as being authorised by you.

2.4 Certain functions and types of transaction available within the Banking app require you to use a Card reader which may have been provided to you to use with your card when you registered for Nationwide Internet Banking. If you do not use the Card reader when you are required to do so, you will not be able to use the particular function or complete the transaction within the Banking app.

If you were not issued with a Card reader when you registered for Internet Banking, you may be able to ask us for one. However, if you are not eligible for a Card reader or do not have one, you will not be able to use the particular function or complete the transaction within the Banking app that requires the use of the Card reader.

If you lose or damage your Card reader, or you require an additional Card reader, you can ask for another one, and we reserve the right to make a charge for this. The Card reader remains the property of Nationwide and must not be sold or given away to a third party.

2.5 We will not be liable for any failure to provide all or part of the services available within the Banking app for any reason that is beyond our reasonable control such as the failure of any machine, data processing system or transmission link or while maintenance or upgrades are carried out to any system used to provide the Banking app or for outages or lack of coverage or signal on any phone network.

2.6 We may suspend, withdraw or restrict the use of the Banking app if we think its reasonably necessary because:
(a) we suspect the Banking app or your Security Data has been used in an unauthorised or fraudulent way; or
(b) there is a significantly increased risk you may be unable to repay any money you owe us.

Wherever possible, we will notify you personally before suspending, withdrawing or restricting your use of the Banking app and provide our reasons for doing so. If we are unable to contact you beforehand or there is a legal reason or other circumstances beyond our control preventing us from doing so, where possible we will contact you and give our reasons afterwards.

2.7 Some services or facilities available through the Banking app may require you to consent to us using information about your location. You will be asked to agree to this before you can access the Banking app or facility.

2.8 We use cookies to ensure that the Banking app is safe and secure when you are using it.

2.9 You must have a device running a compatible operating system in order to use the Banking app. Details of compatible operating systems can be found on our website. The mobile device will also need access to the internet in order for the Nationwide Banking app to work. Updates to the Banking app may be issued periodically through your applicable app store. If updates do not download automatically (because you have not turned on this functionality or because of the type of change), you will need to download the update yourself. You should log onto the Banking App regularly to check for updates. You may not be able to use the app until the latest update has been downloaded.

We may stop supporting the Banking app on the operating system running on your device. When this happens, you will no longer be able to use the app until you have updated the operating system on that device. It is important that you keep your device operating system up to date. If you are unable to update the operating system on your device (for example, because your device no longer supports a compatible operating system), you will no longer be able to use the app.

We may also stop supporting the Banking app available for your device. If we do this, you will no longer be able to use the app. We will always give you advance notice when the app will no longer be supported on a particular device. We will also give you advance notice when we will no longer support the operating system you use to access the Nationwide Banking app and we know you are unable to update your device to run a compatible operating system. We will notify you in the ways described in clause 5.3.

3. Using your Card Reader

3.1 Certain functions and types of transactions available within the Banking App may require you to use the Card Reader that was provided to you to use with your Card when you registered for Internet Banking. This is so that you can prove, and we can authenticate, your identity. If you were provided with a Card Reader and do not use it, then you may not be able to carry out those functions and types of transactions.

3.2 If you have a Card but do not have a Card Reader, or if you lose or damage your Card Reader or you require an additional Card Reader, you can request one using the self-service functionality on nationwide.co.uk and we reserve the right to make a charge for this. Certain types of Accounts are not compatible with Card Readers. The Card Reader remains the property of Nationwide and must not be sold or given away to a third party.

4. Support for the Banking App

4.1 We may periodically issue updates to the Banking App 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 the Banking App until they have been downloaded. Apple is a trademark of Apple Inc. Google Play is a trademark of Google Inc.

4.2 We may stop supporting the Banking App 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 the Banking App until you have obtained a new device which is supported or updated the operating system on that device, as applicable.

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

5. Keeping your Security Data safe

5.1 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 the Banking App, you will automatically be logged out of your session after a period of inactivity. We may also block your access if you incorrectly enter certain of your Security Data a number of times in a row. You will be able to log back in by following the instructions on the Banking App.

5.2 You must keep your Security Data secret in accordance with the terms and conditions that apply to your Account.

5.3 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 customer.service@nationwide.co.uk 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.

5.4 As soon as you tell us about this, we will prevent transactions being carried out on your Account using the Banking App until your Security Data has been replaced. We may also stop or block the use of your Security Data under certain other circumstances – please refer to the terms and conditions that apply to your Account for further details.

5.5 If you chose to use fingerprint recognition or any other means of biometric identification to log into the Banking App, then you agree that these forms of authentication can be used to log in and operate all features of the Banking App, including making payments. 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 authorise a payment, including through the Banking App. We will treat a payment authorised by any fingerprint or other biometric identification from your device as being authorised by you.

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

6. Acting on your instructions

6.1 Please refer to the terms and conditions that apply to your Account for full details about how to make a payment using the Banking App, as well as about unauthorised payments.

6.2 We will carry out transactions on your Account following instructions you give us or that in our reasonable opinion appear to have been authorised by you through the Banking App, including where authentication using your Security Data has been successfully completed.

6.3 We reserve the right not to act on any instructions which would mean you would not be keeping to these terms and conditions or the terms and conditions applying to your Account, or if we exercise our rights in accordance with the terms and conditions applying to your Account.

7. Joint Accounts

7.1 As a joint Account holder these terms and conditions apply to you individually and jointly with the other Account holder(s).

7.2 If you have a joint Account then any one of you may use the Banking App but you must use your own Security Data when required. To be able to use the Banking App your Account must be set up so that any one of you can authorise payments on your own. Certain features of the Banking App may not be available in respect of that Account if two or more of you are required to authorise payments jointly.

7.3 As soon as one of you tells us another joint Account holder is no longer allowed to authorise payments we will suspend some or all of the functionality of the Banking App on that Account. This is in addition to our rights to suspend the Banking App under Condition 12.5.

8. Licence restrictions

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

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

8.3 You agree that you will not use the Banking App in any unlawful or malicious manner or in any manner inconsistent with these terms and conditions.

9. Our responsibilities to you

9.1 You can use the Banking App 24 hours a day. Occasionally you may not be able to use the Banking App – for example, when we carry out maintenance or updates. In circumstances where we know access to the Banking App 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.

9.2 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 the Banking App 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.

10. MoneyWatch

10.1 MoneyWatch is a service for our current account customers that have also signed up to our Internet Banking service. MoneyWatch can give you information (called ‘insights’) about your current account. The insights will be based on your current account activity and can help you manage your money.

10.2 Insights will be available in the MoneyWatch section of the Internet Banking service and Banking App.

10.3 If you do not want to receive insights you can tell us by clicking the ‘Turn off MoneyWatch’ button, which can be found within the management area of the MoneyWatch section of the Internet Banking service and Banking App. You can opt back in to MoneyWatch in these areas too.

10.4 MoneyWatch should not replace the way you normally monitor your current accounts.

10.5 All insights presented within the MoneyWatch service are based on the information available to us at the time you logged in.

10.6 We can suspend MoneyWatch at our discretion, including when we need to perform repairs, maintenance or updates or in the event of the failure of any machine, data processing system or transmission link or anything else beyond our (or our suppliers’) control. We will make reasonable efforts to make MoneyWatch available again in the case of suspension, but we retain the right to withdraw MoneyWatch at any time. We will not be liable to you if the service is not available at any time.

10.7 We can make changes or withdraw MoneyWatch at any time. If we do this, we will tell you in accordance with Condition 13.2.

11. Charges

11.1 While there is currently no charge for using the Banking App, there may be charges for certain types of transactions which can be carried out through the Banking App. Please see the terms and conditions of your Account for details.

11.2 We reserve the right to introduce a charge for using the Banking App. 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.

11.3 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 the Banking App.

12. Suspending or ending your use of the Banking app  

12.1 These terms and conditions will continue in force indefinitely until you cancel or end your contract with us under Condition 12.2 or we withdraw or cancel your use of the Banking App in accordance with Conditions 12.4 or 12.5.

12.2 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 the Banking App 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.

12.3 You acknowledge that it is your responsibility to delete the Banking App from the device you use to access the Banking App if you change or dispose of your device or you cancel or end your contract with us under Condition 12.2. If you delete the Banking App and then redownload it, you will need to enrol again in order to be able to use it. Please note that deleting the Banking App will not end your agreement with us for Internet Banking (please see the Internet Banking terms and conditions for details of how to do this).

12.4 We may withdraw the Banking App 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 13.2.

12.5 We may suspend or cancel your right to use the Banking App under certain circumstances in accordance with the terms and conditions that apply to your Account. 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.

13. Changes to these terms and conditions

13.1 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.

13.2 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 the Banking App. Since we can give you notice of changes to the terms and conditions within the Banking App itself we recommend that you log on at least every 14 calendar days. If we introduce a charge for using the Banking App, 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.

13.3 If you hold a joint Account, we’ll send information about any changes to the terms and conditions (including information about the introduction of a charge) to the address or contact details of the first person named on our records only, even if you live at different addresses, unless we are required by law to contact you both.

13.4 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 12.2. 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.

13.5 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.

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

13.7 As we can’t anticipate everything that may happen over the time you hold your Account with us, we may also need to make changes for other justifiable reasons that impact on the way we run our business and your Account. If we do, we will explain the reason to you when we tell you about the change.

14. Personal data

14.1 We only use any personal data we collect through your use of the Banking App in the ways set out in our privacy policy and we use cookies to ensure that the Banking App is safe and secure when you are using it. You can review our privacy policy and our cookie policy at nationwide.co.uk/about/corporate-information/cookies-and-privacy/

15. Applicable law

15.1 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.