Telephone Banking - Terms and conditions

We shall have no liability if you are unable to use Telephone Banking because of the failure of any machine, data processing system or transmission link or anything else beyond our, or our agents reasonable control.

We have taken reasonable steps to ensure that electronic mail and other transmissions passing over the telephone are not interfered with by third parties. However, we cannot guarantee the privacy or confidentiality of any information passing over the telephone or that it will not be interfered with.

These conditions govern the use of Telephone Banking service and form part of, and are to be read together with, the terms and conditions which apply to your account.

1. In these terms and conditions the words and expressions below have the following meanings:

a. ‘Account’ means your Nationwide account which is either in your own name or held jointly with somebody else.

b. ‘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.

c. ‘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.

d. ‘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.

e. ‘Passnumber’ means the six digit number you use to authenticate your identity before you can use Telephone Banking.

f. ‘Telephone Banking’ means our telephone banking service.

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

2.1 You can access our Telephone Banking service using a touch tone landline telephone or mobile telephone and provided you have a Nationwide FlexAccount or other Nationwide account that we may specify.

2.2 You can use our Telephone Banking service 24 hours a day. If you ask us to carry out a transaction after 5pm (or on a day we are not usually open) the transaction will not go ahead until the next business day (that is Monday to Friday excluding Bank Holidays). We will tell you when you use our Telephone Banking service when your transaction will be carried out.

2.3 You can tell us at any time that you no longer want to use our Telephone Banking service. You can tell us by a secure message on the Internet Bank, by visiting a Nationwide branch or in writing. If you tell us by telephone we may ask you to confirm this in writing. We will continue to carry out any transactions you have already authorised unless you also ask us not to do so and provided it is not too late to amend or cancel those transactions.

2.4 For your protection and to avoid the risk of interception or overhearing we recommend that you use either a landline telephone or digital mobile telephone.

3. You can set up Telephone Banking when you open certain types of Account with us, by registering to use Telephone Banking on the Nationwide website or by calling the contact centre and speaking to a consultant.

4. Once you’ve registered for Telephone Banking, we will send you by post a Passnumber that you must use to access the services. We will also send you your Customer Number. Please note that this Passnumber is different to any other Passnumber we may provide to you that allows you to access the Banking App or Internet Banking.

5. You can access Telephone Banking from a touch tone landline or mobile telephone by dialing 0800 30 20 11 from the UK, or +44 1793 758 666 if you’re abroad. You will then need to identify yourself using certain requested digits from your Passnumber and either:

  • the 16 digit number from a card that we have issued to you that is attached to your Account;
  • your Customer Number; or
  • your mortgage Account number and date of birth.

6. If you have lost your Passnumber, then you can request a new one by sending us a secure message through the Internet Banking online mailbox or by visiting a Nationwide branch. You can also request a new Passnumber by using the Telephone Banking service. You will not be able to access Telephone Banking again until you have obtained your new Passnumber.

7. We recommend that you only access Telephone Banking in a manner that avoids the risk of a third party overhearing your interaction with us. For example, we would recommend that you use either a landline in your own home or your mobile telephone.

8. You can carry out a number of activities using Telephone Banking. The activities available to you using Telephone Banking may change from time to time and according to the Account you hold with us.

9. Before you can use the bill payment facility through Telephone Banking (if it is available to you), you will need to set up details of the payments you wish to make. This can be done using Internet Banking, or via a form obtainable from a Nationwide branch. Where possible please ensure that the name of the person you wish to pay is clear and accurate, and avoid using abbreviations.

10. You can cancel or amend a future-dated bill payment after you have given confirmation via Telephone Banking, either by using Internet Banking or by contacting any Nationwide branch.

11. Once registered for Telephone Banking you must always keep your Passnumber secret in accordance with the terms and conditions that apply to your Account. You must not tell anybody else your Passnumber (including anyone you hold a joint Account with, or us (for example if you contact us in relation to your Account)). If you write it down you must make a sufficient attempt to disguise your Passnumber and keep it in a safe place.

12. You must tell us as soon as you can if you know or think somebody else knows your Passnumber. 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.

13. As soon as you tell us about this, we will prevent transactions being carried out on your Account using Telephone Banking until we have issued you with a new Passnumber. We may also stop or block the use of your Passnumber under certain other circumstances – please refer to the terms and conditions that apply to your Account for further details.

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

15. 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 Telephone Banking including where authentication using your Customer Number and Passnumber has been successfully completed. 16. 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.

17. You can use Telephone Banking 24 hours a day. When you use Telephone Banking for a transaction, we will tell you when the transaction will be processed.

18. If, because of something abnormal or unforeseeable beyond the reasonable control of us or those acting on our behalf, you cannot carry out a transaction using Telephone Banking, we will not be responsible for any loss or damage you suffer as a result. An example of when this may happen is when your telephone is faulty or out of order.

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

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

21. 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 Telephone Banking functionality on that Account. This is in addition to our rights to suspend Telephone Banking under Condition 27.

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

23. We reserve the right to introduce a charge for using Telephone Banking. 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.

24. It is also possible that other taxes or costs may exist that are not paid or imposed by us. For example, all national calls from a British Telecom landline are charged at a local rate, and calls from other networks may vary. International call charges apply when phoning from abroad.

25. These terms and conditions will continue in force indefinitely until either you tell us that you no longer want to use our Telephone Banking service under Condition 26, or we cancel the service in accordance with Condition 27.

26. 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 sending us a secure message through the Internet Banking online mailbox or by writing to us at Nationwide Building Society, Nationwide House, Pipers Way, Swindon, SN38 1NW.

27. We may suspend or cancel your right to use the Telephone Banking service 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.

28. 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.

29. 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 secure message to your Internet Banking online mailbox. If we introduce a charge for using Telephone Banking, 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.

30. 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.

31. 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 26. 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.

32. We can make changes to the terms and conditions for one or more of the following reasons:

  • 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.
  • To ensure our terms are consistent with products we offer new members or that the banking industry or our competitors offer.
  • 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.
  • 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.
  • Because of changes in our ownership or a re-organisation due to us merging with or acquiring another business.
  • 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.

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

34. 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.

35. We may record or monitor telephone calls in order to avoid possible misunderstandings and help maintain customer service.

36. 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.

Further important information

Transferring money to and from your accounts

You can transfer money instantly between the following accounts held in your name:

  • Any Nationwide current account, e-Savings, Monthly Income 60+, InvestDirect, CashBuilder, Cash ISA and Smart Account.

Please note: you cannot transfer money from passbook accounts.

Using the bill payment service (only available for Nationwide current account customers)

Before you can use the bill payment facility via Telephone Banking, please set up details of payments you wish to be made. This can be done online, or via a form obtainable from your local branch.

Where possible please set up these arrangements in a readable format and avoid using abbreviations.

The list of payees will be provided to you and you will be asked to confirm yes or no to each one by pressing your telephone keypad.

Please remember to allow sufficient time for payments to be made as some organisations will take longer than others to credit a payment to your account. We recommend that you allow one working day for bill payments to be made. If the date you have selected happens to be a weekend or Bank Holiday, the payment will be processed on the next working day.

Please ensure there are sufficient cleared funds available in your account on the date of the transfer, otherwise the payment cannot be made.

Cancelling or amending payments

If you want to cancel or amend a future-dated bill payment after you have given confirmation via Telephone Banking, you should use one of the methods detailed below:

  • amend/cancel the payment online via Nationwide’s Internet Banking service
  • contact any Nationwide branch who will arrange for the payment to be amended / stopped.

Not yet registered for Telephone Banking?