Online Help

1. Who can use Nationwide International’s Internet Banking service?

Any existing Nationwide International customer. Joint account holders will need to apply separately. If you do not already have a Nationwide International savings account you can apply to open an account by completing an application form and providing satisfactory identity documentation.

2. How secure is Nationwide International’s Internet Banking service?

The security of the Internet Banking service was paramount to its development. We have created a Security Access Centre which provides you with all the information you need about how security of your accounts whilst using this service is assured. We also provide an Internet Banking Promise for additional piece of mind.

3. What do I do if someone finds out my Sign On details?

It is vital that you keep your personal ‘Sign On’ details secret. You should not write them down or store them on an easily found place on your computer. If you suspect that someone knows any of your personal security details you must contact us immediately on +44 (0) 1624 696040.

4. I have forgotten all or part of my sign on details, what do I do now?

If you have forgotten your:

Customer number:
Please call Nationwide International on +44 (0)1624 696000. We are available from 8 a.m. to 5 p.m. (UK time) Monday to Friday (excluding Isle of Man Bank holidays) and will be happy to remind you of the number.

Memorable data:
If you are not able to remember the memorable data you supplied, you will need to re-register for the Online Banking service.

Passnumber:
If you are not able to remember your passnumber you will need to re-register for the Online Banking service.

To re-register, use the following link: http://www.nationwideinternational.com. Choose the 'Register' option below the Internet Banking logo, located at the top left corner of the page. You will receive a reminder of your customer number and a new passnumber in the post within seven working days.

Once re-registered, please do not attempt to Sign-On until you have received your new Sign-On details, even if you recall your old details. To do so will invalidate the new details.

5. I have enrolled for Internet Banking but am unable to make transfer requests as I am asked for a Telebanking password. What can I do?

In order to offer the maximum security on your account, transfer requests may only be made if you have activated Telebanking on your account(s). In order to do this you should complete the Telebanking Authorisation Form and the Telebanking Designated Accounts form from http://www.nationwideinternational.com/forms/forms.htm and post it to us. As soon as we receive the completed forms we will enable the Telebanking service on your account(s) and you will be able to make transfer requests immediately.

6. I have forgotten my Telebanking password, what do I do now?

Your Telebanking password is required to authorise all transfer requests, without it you still will be able to access the online bank to review your accounts and transactions and send secure messages to Nationwide International.
If you have forgotten your Telebanking password you should complete a further Telebanking Authorisation Form from http://www.nationwideinternational.com/forms/forms.htm and post it to us. As soon as we receive the form we will change your Telebanking password and you will be able to make transfer requests immediately.

7. I know my Telebanking password but I want to change it, how can I do this?

Providing you know your existing Telebanking password you can phone us on +44 (0) 1624 696000 between 8.00 am and 5.00 pm (UK time) with your new chosen Telebanking password and we will change it immediately.

8. I want to make a payment to a destination that I have not already pre-designated via the Telebanking service, how can I do it?

In order to offer the maximum security on your account, transfer requests may be made only to accounts and payees that have been pre-designated within the Telebanking service or via cheque payable to you and posted to your home address.

If you want to send a payment to an alternative destination you should complete a Telebanking Designated Accounts form from http://www.nationwideinternational.com/forms/forms.htm and post it to us. As soon as we receive the form we will add the new designated destinations on to your account(s) and you will be able to make transfer requests to those destinations immediately.

9. Can I change or cancel a transfer request?

You should call Customer Services as soon as possible on +44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) Monday - Friday (excluding Isle of Man Bank holidays) - if your request has not already been processed we will cancel your request.

10. How could I instruct a transaction if my connection to the internet
is not working?

The Internet Banking service has been designed to be completely integrated with our Telebanking service and the two can be used interchangeably. In the event of such a problem simply pick up the phone and quote your Telebanking password. Our Customer Services team are available on +44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) Monday – Friday (excluding Isle of Man Bank holidays).

11. What is a direct deposit?

You can now arrange to have funds collected automatically from your UK bank or building society account by using our Direct Deposit Service.

Many customers send us cheques drawn on their UK bank or building society account for credit to their Nationwide International savings account. Mailed cheques, especially those posted from overseas, can take some time to reach us before they are then presented through the clearing system

However, providing you hold a UK based sterling current account (with any bank or building society) you can transfer funds from that account directly into your Nationwide International sterling savings account, without the delay of issuing a cheque or the cost of arranging an electronic transfer. As this service is part of the UK Direct Debit Scheme all payments are covered by the Direct Debit Guarantee.

Find out more and set up a direct debit by clicking here http://www.nationwideinternational.com/operating_files/pay_in/sterling_applydirectdebit.htm

12. When is International Online Banking available?

The Internet Banking service is available 24 hours a day, 7 days a week, 365 days a year. You can make requests at any time, but please note that transfer requests received after the UK times below will be processed the following working day.

Transaction Type	From a Euro Account	From a Sterling Account	From a Dollar Account
Electronic Transfer	10.00 am	10.30 am	12.00 noon
Sterling, US Dollar or Euro cheque	3.00 pm	3.00 pm	3.00 pm
Sterling BACS Transfer	n/a	3.00 pm n/a

13. Is there any user support available? During what hours is it available?

Yes. We will be happy to help you with any technical or general queries, just call Customer Services on +44 (0) 1624 696000 between 8.00am - 5.00pm (UK time) Monday – Friday (excluding Isle of Man Bank holidays).

14. Is there a charge for the Internet Baking service?

No – this is a free service, although your ISP may charge you for accessing the Internet.

15. When will my requests be actioned? How will I know you have received it?

Requests made on normal working days will be completed within one working day. Requests made at any other time will be completed on the next working day. We will confirm that we have received your requests by sending a confirmation message to you.

16. How much money can I transfer using The Internet Banking service?

The maximum amount which can be transferred to a pre-designated destinations (or by cheque to your home address), is £2,000,000 or currency equivalent.

17. Will the transactions that I process via the Internet Banking service be on my paper statement?

Yes, all transactions that are requested by the Internet Banking service will appear on your paper statement.

18. How up to date are the balances shown on the Internet Banking service?

The balances shown are as at the time you connect to the Internet Banking service. If your balances change whilst you are connected, the balance shown will not be updated until you sign off and sign on again.

19. Will I be able to identify transactions completed via the Internet Banking service on my paper statement?

No. All transactions processed via the Internet Banking service will be recorded by transaction type i.e cheque withdrawal or electronic transfer.

20. What accounts can I access?

We will check to ensure you have access to all your accounts when you connect for the first time. If you discover an account which is not included please contact us.

21. Do you have an online guarantee?

With our Internet Banking Promise, we cover customers' losses where fraud is proven and the customer has taken steps to keep passwords and security information secure.

22. Will I still receive paper statements?

Yes. You will continue to receive your paper statements in the usual way.

23. If I have a joint account, can the other party look at our account?

Yes, provided that they have also registered for the Internet Banking service.