FLEXBASIC

Terms and Conditions and how to use your account

FlexBasic terms and conditions

How this document works This document contains important information to help you understand the key features of the FlexBasic account and to understand whether this account is right for you. It also contains the terms and conditions for the account which form the legal agreement between you and us. This means that each of us will do what we say in the agreement. You can ask us for another copy of the terms and conditions and the other information in this document at any time. Throughout this document you’ll see words in bold print, you can find out what these words mean in the Glossary at the back of this document. When we say ‘Nationwide’ or ‘we’ or ‘us’ or ‘our’ in this document we mean Nationwide Building Society and when we say ‘you’ or ‘you’re’ or ‘your’ we mean you our customer.

If you change your mind If you change your mind after you have opened the account and decide that you don’t want it, you can have any money in your account returned (and if you have become overdrawn, you’ll need to repay us). But you must tell us that you want to close your account within 28 days of opening it.

About us

If you’re applying for a joint FlexBasic account: • As a joint account holder these terms apply to you individually and jointly with the other account holder(s). • Please remember that while many couples find joint accounts useful and convenient, there are some things you need to be aware of: o all funds in the account belong jointly to the account holders so each of you is entitled to withdraw all of the money in the account, even if your relationship breaks down (including divorce and separation) – this means that any one of you may withdraw all the money in the account unless you tell us to freeze or stop the account to prevent this from happening; o if a joint account holder dies, the other account holder is entitled to all of the money in the account and the account will stay open in their name; o unless the Law in the UK says differently, we will not be concerned about how you divide the money in the account; o if you open a joint account, all the holders are our members – however, only the first named account holder has the right to vote on Nationwide matters; o if you have an account in joint names you will have joint and several liabilities for the account – this means that if the account is not managed properly, we can pursue both or either of the joint account holders for any outstanding balance.

Nationwide Building Society is a mutual, which means we’re a business that’s owned by our members and run for their benefit, with no shareholders to satisfy in the way that banks do. By opening a FlexBasic account with us, you’ll become a member of Nationwide Building Society. You can find out more information about being a member by looking at our membership rules, which you can get a copy of by asking in branch or looking on our website.

Paying money in and taking money out of your account

About our charitable assignment scheme

1. To ensure that you can always pay for things you want, it’s important that you make sure you have enough money in your account before spending it. 2. If you want to take money out of your account, you’ll need to tell us that’s what you want to do. This is called giving your consent; how you give us your consent depends on how you want to take money out of your account. • if you’re using your card you may need to use your PIN; • if you buy things in shops using your card, you might alternatively be asked to sign your name on the sales voucher or touch your card on a Contactless terminal; • if you want to make payments in other ways (e.g. through Internet Banking, the Banking App or Paym) we’ll tell you before you make payments how to give your consent. 3. We may also ask you to prove that you are who you say you are by showing us some identification like a passport; we’ll let you know what sort of identification we can accept if we need you to show it to us. 4. If you ask us to send money to someone else’s bank account in the UK and that person has moved the account to a different bank or building society in the UK, we may send the money to the new account. 5. There might be limits on the amount of money that you can send to someone else’s account depending on how you ask us to send the money. We also set limits on the amount of money you can take out of your account at cash machines or in branch. You can find out what these limits are by looking on our website or asking in branch. If we change the amount of these limits we’ll usually tell you about the changes before we make them. 6. To meet our legal and regulatory obligations, we may carry out checks before we make payments with a view to preventing financial crime. Occasionally this may lead to your payment being delayed. In some circumstances we may not be able to make the payment, we will always tell you if this is the case unless it would be unlawful to do so. We will not be responsible for any loss which results from this.

Since 3 November 1997, those customers who have become members of Nationwide on opening an account have been required to sign up to our charitable assignment scheme. When your account is opened you will become legally bound by our charitable assignment scheme. This means: • you will become a member of The Nationwide Foundation if you are not a member already. The Foundation is a registered charity and is a focus for our charitable giving. • you agree with us and with the Foundation to assign to the Foundation your rights to any windfall benefits (e.g. money or shares) you might otherwise have received in the unlikely event that we transfer our business to a company. The terms binding you to the scheme are set out under the heading “Charitable Assignment” at the end of the terms and conditions for your account.

Contents Terms and Conditions

Page 3-8

Charitable Assignment

Page 9

How to use your FlexBasic account

Page 10-21

Glossary

Page 22

There are a number of ways of paying money in and taking money out of your account. These are described later in this document. There’s also important information about how to give us instructions to make payments and when you can cancel those instructions, the information you must give us so we can make a payment for you, when you can take money out of your account and using your card.

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7. Payments in a foreign currency There’s other important information later in this document about how payments in a foreign currency can be made into and out of your account. 8. For automated payments into your account in a foreign currency, we will convert the payment into UK Pounds using our standard inbound exchange rate. Our standard inbound exchange rate may vary depending on payment type. 9. For automated payments out of your account in a foreign currency, we will convert the payment to that other currency using our standard outbound exchange rate for that currency. Our standard outbound exchange rate may vary depending on payment type. These are variable rates that change frequently. We will usually provide details of the actual exchange rate when you ask us to make a payment. If you ask us to make a payment that is in a different currency to the recipient’s account we cannot control the exchange rate applied by the recipient’s bank. 10. If you use your card to buy things online, in shops or over the phone or to take money out of a cash machine in a foreign currency (e.g. when you’re outside of the UK), the amount you’ve spent in the foreign currency will be converted into UK Pounds by the card scheme provider. The card scheme provider will use its exchange rate which might change each day without giving you any notice.

Interest 11. You will not receive any interest on the money in your account.

Stopping money being paid into or being taken out of your account There’s other important information later in this document about how you, or we, can stop money being paid into, or taken out, of your account. 12. The card we give you to use with your account belongs to us and you must return it to us in a secure manner if we ask you to. Customers in the UK can return it to us via one of our branches. Customers outside the UK must take reasonable steps to return the card using a secure method of delivery. We can suspend or cancel your right to use cards and PIN(s) at any time without notice: (i) Where we are concerned about their security, (ii) If we believe that it is necessary for your and/or our protection, for example where we suspect the card is being used for fraudulent purposes or in an unauthorised way, (iii) Where there is a significantly increased risk you may be unable to repay any money you owe us, or (iv) Where any e-wallet service you may have registered your card in is no longer available to our customers. If we can’t tell you before we do this, we’ll tell you straight afterwards unless this would compromise our reasonable security measures or would be unlawful. We’ll tell you at least seven days before we stop you from using your card and PIN if we don’t think we need to act straight away. 13. You can only use your card to do things which aren’t against the Law. If you don’t, we can stop you from using your card. 14. If you have asked us to pay money into or take money out of your account, we can refuse to do it if: • we reasonably think that it wasn’t you who asked us to do it; • we reasonably suspect fraudulent activity; • you haven’t given us the necessary information, or we reasonably take the view that you haven’t made it clear, what you want us to do; • you are asking us to do something which is against the Law which we have to comply with; or • it would mean that you go over a limit or break a condition which applies to your account. For example, if it would mean that you’d take out more cash in a day than you are allowed to from a cash machine or the balance of your account would go overdrawn. When we work out whether you might go over a limit or break a condition which applies to your account, we’ll look at how much money you have in your account to see if: (i) you’ve used your card to take out money from a cash machine or to make a payment and the amount hasn’t been taken out of your account yet; or (ii) there’s any other money which needs to be paid into your account or taken out of your account. 15. If we’ve refused your instruction to make a payment and this payment would have been a payment within the EEA, we’ll tell you by the end of the following working day that it has been refused. We won’t tell you about this refusal if we think that by doing that, your account might no longer be secure or it would be against the Law in the UK for us to tell you. If you used your card to make a payment or cash withdrawal, the person you tried to buy something from or the person who owns the cash machine you tried to withdraw cash from, will tell you that the payment has been refused. For other payments we’ll tell you by showing the payment which we haven’t allowed on your statement as a credit and debit on the same day. You can get copies of your monthly statement through the Internet Bank or the

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Banking App. You can also request mini and real time statements from one of our cash machines in the UK. 16. You can find out about the payment we‘ve refused and if possible, the reasons why we haven’t allowed it by calling us on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK). If you call us, we’ll also tell you what you need to do so that we can allow you to take money out or pay money into your account.

Taking care of the money in your account In addition to the terms below there’s other important information later in this document about how to protect the money in your account. 17. To take care of the money in your account, please make sure that you do the following: • always do what you can to keep your card safe and your PIN secret. You shouldn’t tell anyone your PIN, not even our staff or the police; • we’ll send you your PIN and your Internet Banking passcode in separate letters. When you receive them, you should memorise them and then destroy the tabs they are on as soon as possible; • store your statements (if you receive them in the post) and customer number in a safe place. 18. You must let us know as soon as you can by telling us in branch or by calling us 24 hours a day on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK), if: • your card is lost or you think it might have been stolen; • you think someone else knows your PIN; • you think someone else might be using your card or PIN without your permission. 19. If you find your card or it’s returned to you after you have told us that it’s lost or stolen, you must destroy it straight away. 20. You must follow any other instructions we give you to help you take care of the money in your account. 21. If you register your debit card details in an e-wallet or on a device such as a mobile phone, you must take reasonable precautions to keep them, and any security information which relates to them e.g. your phone passcode or fingerprint stored in your phone, safe and to prevent fraudulent use of them. You should not store anyone else’s fingerprint in your device if that fingerprint can be used to authorise a payment or access your debit card details. If you do, we will treat this as you deliberately failing to keep your card or security details safe.

Statements 22. When you open your account you can choose whether you want to receive your monthly statements by post or whether you only want them to be made available through Internet Banking – you’ll need to give us your email address if you only want your monthly statements available through Internet Banking. If you change your mind about how you want to get your monthly statement you can tell us at any time. 23. If you give us an email address and get your statement through Internet Banking, as a courtesy we’ll send you an email telling you when your monthly statement is available.

Money taken out of your account without your permission Unauthorised transactions Sometimes there’s money taken out of your account that you may not recognise or didn’t agree to. This sort of transaction is called an ‘unauthorised transaction’. 24. If you see a transaction on your account which you don’t recognise or you weren’t expecting, you can claim a refund from us but you’ll need to contact us as soon as possible and no later than 13 months from when the transaction happened.

Disputed transactions 25. Sometimes you’ll have used your card to make a payment where you didn’t know the exact amount of money that was going to be taken from your account and you don’t agree with the amount of money that has been removed. This sort of transaction is called a ‘disputed transaction’ and you can claim a refund if it happened in the EEA. An example of this type of transaction is when you use your card to book a hotel and the amount of money which the hotel takes from your card is different to what you were expecting. If this happens and you want to get a refund from us, you need to tell us within eight weeks from when the money was taken from your account. You’ll also need to tell us as much as you can about what happened. This is so that we can work out whether you should receive a refund from us. 26. There are some situations where it’s not possible to get a refund for a disputed transaction, these are when: • you agreed to the amount of money being taken from your account (and if, after making a refund, we discover that the money was taken from your account with your agreement, we will seek repayment of that refund from you);

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• you were told about the amount of money that would be taken out of your account at least four weeks before it was taken out of your account; • the amount of money which you think shouldn’t have been taken out of your account is the result of a change in the exchange rate or charges which you have to pay which are owed to the card scheme provider. For example, a change in the exchange rate might mean that a different amount of money is taken out of your account than you thought because you bought something online in euros and when the amount was converted into UK Pounds, the value of euros had gone up, making it more expensive in UK Pounds than it was before. 27. To tell us about an unauthorised or disputed transaction, you should tell us in branch or you can call us 24 hours a day on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK).

Direct Debits 28. If you think that there has been an incorrect Direct Debit payment out of your account you should tell us immediately so that we can arrange a full and immediate refund if an incorrect payment has been made.

What happens if something goes wrong 29. We’ll be responsible for making sure that money is taken from your account when you use your card and when you have set up Direct Debits unless we can prove that the bank or building society of the organisation you are paying didn’t send us all of the correct details for the payment (e.g. the sort code and account number). If we’re sent the correct details and we make a mistake, we’ll refund you the money and restore your account to the state it would have been in had the payment not been made. For card payments, we’ll do this unless the mistake was caused by very unusual and unforeseeable circumstances beyond our control, and the consequences of those circumstances were unavoidable despite us doing everything we could to prevent them. 30. If you ask us to send money to someone else’s bank account you must ensure that you give us the correct details. We’re responsible for making sure that the money reaches that person’s bank account. If it doesn’t and it’s our fault, we’ll refund the money to you and put your account back into the position it would have been in if you hadn’t asked us to make the payment. We won’t refund the money if we can prove that it has been received by the bank or building society holding the other person’s account or the failure was due to very unusual and unforeseeable circumstances beyond our control, and the consequences of those circumstances were unavoidable despite us doing everything we could to prevent them. 31. If you give us the wrong account details when you ask us to send money to someone else’s bank account, we’ll try to get the money back for you if you ask us to. The bank or building society of the person who received the money by mistake may charge us for this. If there’s a charge, we’ll tell you how much you’ll need to pay when you ask us to get the money back for you.

Our responsibility for things that happen on your account 32. If we’re responsible for anything that happens because of a delay or error by us when doing something you have asked us to do (e.g. sending money to someone else’s account or stopping a payment), or for any payments which you didn’t give your permission for, our responsibility to you will not be more than the following: • the amount of the payment; • and any charges you have to pay. 33. Where you have the right to get a refund we’ll refund the amounts listed above straight away. 34. We’re not responsible for anything that happens because your card is not accepted when you try to use it to buy things in a shop, online or on the phone. 35. Unless you have been very careless (this is known as gross negligence) or you haven’t followed the requirements listed above in the section called “Taking care of the money in your account” on purpose, the maximum amount you’ll have to pay before you report your card or your PIN as being lost or stolen is £50. If you have acted fraudulently, you’ll be responsible for all losses which might happen as a result. 36. You won’t be responsible (unless you have been fraudulent) for: • Unauthorised payments where your card has been used in connection with a distance contract e.g. a payment made via the internet or telephone, or where we didn’t provide you with a means to notify us of the loss, theft or unauthorised use of your card; or • Use of the card by someone else before you receive it. 37. If you are unable to use a debit card that you have registered or stored in an e-wallet or on your device, we will not be responsible unless this is as a result of something we have done. This is because we do not have any control over the e-wallet or your device.

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Changes to these terms and conditions, and charges 38. We can make changes to these terms and conditions, or introduce new charges or increase existing charges and will normally do so for one or more of the following reasons: (a) to reflect changes or anticipated changes in Law or to respond to a decision by a court, ombudsman or regulator; (b) to reflect changes in our costs, including administrative costs, costs involved in providing services or facilities or changes in the costs to us of borrowing funds (we cannot increase more than one existing charge or introduce more than one new charge to cover the same increase in costs more than once); (c) to reflect changes in technology; (d) to reflect changes to the functionality of your account, including the removal of any out of date functionality; (e) to correct any mistakes in the way the terms and conditions are drafted or to change the drafting to make them fairer or clearer (such a change would never be to your detriment). 39. If circumstances change, then we can also make a change for a reason not in the list in the clause above as long as it is reasonable for us to rely on it and we explain the reason to you when we tell you about the change. 40. (a) If we make a change to these terms and conditions we’ll tell you personally at least two months before we make the change. (b) If we introduce a new charge or increase one of our account charges or foreign usage charges, we’ll tell you personally at least two months before we make the change. Charges for specialist services like SWIFT payments are always advised to you at the time you give us an instruction to make that sort of payment on your behalf. (c) We can make changes to our exchange rates, which are reference rates, at any time. (d) If you’re not happy with the change and decide that you don’t want to keep the account anymore, you can take all the money out and close the account. If you don’t close your account then we’ll take that to mean you have accepted the changes.

Closing the account 41. Both you and we can choose to close your account. If you choose to close the account, you can do this at any time by telling us that this is what you want to do. 42. We may close your account immediately if: (a) you have knowingly used, or attempted to use, your account for illegal purposes; or (b) you provided us with incorrect information at application stage, and, if you’d provided the correct information, your application would have been refused; or (c) we reasonably consider that your conduct towards our staff constitutes abuse or harassment or a public order offence. You will be given notification of closure in writing, and closure will take immediate effect. 43. We may close your account by telling you in writing at least two months before we close it where: (a) there have been no transactions on your account for at least 24 consecutive months; or (b) you are no longer legally resident in the EEA; or (c) you have access to another UK account, (with us or with another UK provider and which has the same basic features as a FlexBasic account) which was opened after you opened your account with us. 44. Unless it is unlawful for us to do so, notification of closure of your account under these conditions will include details of the reason why. 45. Where allowing you to hold the account causes us to breach the Law in the UK, we will take the action that is needed to ensure that we comply with the Law in the UK which may include suspending or terminating your account. We will tell you before we do this unless we are not permitted to do so under the Law in the UK or it is not reasonably practical or possible to do so. 46. The account is for personal use and can only be used by the account holder(s). It cannot be used for business purposes. You must not let anyone else use your account.

Transferring rights 47. We can transfer all of our rights in relation to your account to someone else. We can transfer all of our obligations in relation to your account, but only to someone we reasonably consider capable of performing them equally as well as us and who is authorised or recognised by our regulator as being able to accept deposits. This won’t reduce any of your rights in relation to your account.

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Changing your account to a new current account 48. We will review how you are managing your account to see whether the account is still suitable for you. The factors we will take into account in any review are: (i) your eligibility for the account; (ii) what we know about your financial circumstances at the time of our review; and (iii) the way you have been using the account. 49. If you have been managing your account well, you do not appear to us to be in financial difficulties and we have reasonable grounds to believe you would benefit from access to a wider range of services and features then we may move you to one of our other current accounts. We will give you at least two month’s written notice before we move you, including an explanation about why we are moving you, full account information and the terms of the new account. You can tell us if you do not want to be moved to the new account and, if you do this, you can keep this account; 50. Along with this written notice, we’ll give you all the information you need about the new current account, including the terms and conditions that apply to that account. We’ll also tell you about the key differences between the new account and the FlexBasic account, such as the charges that will start to apply if you become overdrawn or if there isn’t enough money in your account to cover the payments you make. We’ll provide you with details of how to contact us so you can talk to us about the move to the new account or ask any questions you have – in this way you can think about whether or not the new account is right for you; 51. If you tell us you do not want to move to the new account, you can keep this account and we will continue to review it on a regular basis. If you don’t get in touch with us to tell us you do not want to move to the new account, we’ll move you at the end of the two months’ notice period and you will be subject to the terms of the new account. We’ll ensure you have access to your new account straightaway before we close your FlexBasic account; 52. If you tell us that you would like to move to the new account before the end of the two months’ notice period, we will do this for you. You’ll have access to your new account straightaway, before we close your FlexBasic account, and you will then be subject to the terms of the new account.

Applicable Law 53. This agreement is governed by English Law and the language we’ll use in 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 this agreement but if you live in another country, you can bring a claim in the courts which are local to you.

If you’re not happy There’s other important information later in this document about how you can make a complaint. 54. If you are not satisfied with the way we’ve dealt with your complaint you can refer it to the Financial Ombudsman Service. You can also refer your complaint to them first without giving us the opportunity to resolve it, but if you do this, they will only consider your complaint with our consent. The Financial Ombudsman Service provides a free, independent, complaint resolution service. Details about their service and how to refer a complaint to them can be found on their website at www.financial-ombudsman.org.uk. If you purchased your account online, you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr/

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Charitable Assignment In this charitable assignment section: “Society” means Nationwide Building Society and, if it merges with any other building society, includes such other society, “conversion benefits” means any benefits under the terms of any future transfer of the Society’s business to a company (i.e. on conversion or takeover) except the statutory right to have shares in the Society (including any balances on share accounts) converted into deposits with the company. THE FOLLOWING WORDING APPLIES TO YOU UNLESS: (1) YOU WERE A MEMBER OF THE SOCIETY ON 2 NOVEMBER 1997 AND HAVE CONTINUED TO BE A MEMBER EVER SINCE THAT DATE; OR (2) YOU FALL WITHIN A SPECIAL CATEGORY OF PERSONS TO WHOM OUR CHARITABLE ASSIGNMENT SCHEME DOES NOT APPLY. By applying to open an account after 2nd November 1997, you also apply to be a charity member of The Nationwide Foundation (“the Foundation”) unless you are already a charity member. You agree that, if: • the account is opened by the Society and you are or become a charity member of the Foundation; and • the Society subsequently enters into an agreement to transfer the whole of its business to a company, you will assign to the Foundation (or any charity (ies) nominated by it, but to no other person) all rights to or in connection with any conversion benefits to which you would otherwise become entitled as a member or depositor at any time before, or within two years, after your membership of the Society comes to an end. You make this agreement: (a) with the Society (acting for itself and for the benefit of the Foundation), in return for the Society opening the account you are applying for, and you acknowledge that the Foundation may enforce the benefit of your agreement with the Society under the Contracts (Rights of Third Parties) Act 1999; and with the Foundation directly, in return for the Foundation granting you charity membership (if you are not already a member). This agreement means that, without any further notice to you: • the Society may make over to the Foundation (or to any charity(ies) nominated by it) any such conversion benefits; and • the Foundation may exercise all your rights in relation to any such benefits. You understand that this agreement is irrevocable and cannot be amended or varied without the consent of both the Society and the Foundation and that neither the Society nor the Foundation will release you from this agreement. You understand that (except in the case of any class of person where the Society considers this to be inappropriate) the Society will require on behalf of itself and the Foundation that all applicants for share and mortgage accounts agree to the above condition (or a condition having substantially the same effect), unless the Society decides and announces by press release that it is no longer in the best interests of the Society to do so generally on a continuing basis. Any such decision by the Society would not have retrospective effect and you would continue to be bound by the above condition.

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How to use your FlexBasic account I’ve got a question about payments into my account The terms and conditions give you key information about paying money into your account. In addition, this section explains how money can be paid into your account when we receive the money and when it can be withdrawn.

How can payments from within the UK be made into my account? You, your family, friends and organisations such as your employer can pay money into your account: Type of payment

How?

Automated payments (standing orders, regular payments, bill payments, CHAPS (other than Paym))

Give the person or organisation making the payment your sort code and account number

Cash and Cheques

Use your card at any Nationwide branch based fast cash machine or branch counter.

Payments made by mobile phone e.g. Paym

Give the person making the payment the mobile phone number registered to be able to receive payments via the mobile phone service.

Does the cheque clearing process mean I can’t get my money straight away? Yes. You won’t be able to take your money out straight away. However, we’ll allow you to take the amount of the cheque out of your account before we’re certain that the person or organisation who gave you the cheque has enough money in their account to pay that amount.

What happens if the person paying me the cheque doesn’t have the money to cover the cheque? If we find out that the person or organisation who gave you the cheque doesn’t have enough money to pay the amount of the cheque then we’ll have to take the amount of the cheque out of your account. If you have already taken the money out of your account and this happens, you will be overdrawn, so it is advisable to wait until the money is ‘cleared for certainty’.

When do I know the money is definitely staying in my account? At the end of the sixth working day following the day you paid the cheque in. The money will then be ‘cleared for certainty’ which means it’s definitely staying in your account. The table below explains the cheque clearing process with an example: Step 1

Step 2

Withdrawals are allowed from

You’ll know whether the money is cleared and staying in your account from:

Cheques paid into your account in branch

The start of the fourth working day following the day you pay it in

The end (11:59pm) of the sixth working day following the day you pay it in

Example: Cheque paid in on a Monday

Friday

Tuesday of the following week

How can payments from outside the UK be made into my account? Money can only be paid into your account in UK Pounds. We do not accept cash deposits in a foreign currency. Cheques in UK Pounds drawn on non UK banks and foreign currency cheques cannot be paid into your account. If an automated payment in a foreign currency is received for payment into your account this will be converted into UK Pounds using our standard inbound exchange rate. Our standard inbound exchange rate may vary depending on payment type.

Does the clearing process change if I use the fast cash machine in branch?

If you’d like more information on payments in a foreign currency into your account, please ask in branch or call us on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK) or see our “Overseas payments” leaflet available at nationwide.co.uk

How long have I got to pay in a cheque?

No, the times are the same. If you use deposit envelopes at a cash machine which is not a fast cash machine you’ll need to add a working day to the times in the table.

What details do I need to give to someone who wants to make a foreign currency payment or a payment from outside the UK into my account?

You have six months from when the cheque is dated to pay it into your account. After that, you’ll need to ask the person or organisation that gave you the cheque to give you a new one.

There are a few pieces of information you should provide to the person sending you the money to ensure a foreign currency payment into your account goes smoothly:

Can I pay in a cheque that has a date in the future on it?

o Nationwide’s Bank Identifier Code (BIC) – shown on your statement o SWIFT Intermediary Bank – shown on your statement o your International Bank Account Number (IBAN) – shown on your statement o your full name However if the payment type used is a SEPA Credit Transfer, you only need to provide the person sending the money with your International Bank Account Number (IBAN) and your full name. If the details above are used, we can usually put the money into your account on the day we receive it.

Unfortunately that’s not possible. The date on the cheque you’re paying in must not be a date in the future.

I’ve got a question about payments out of my account The terms and conditions give you key information about taking money out of your account. In addition, this section explains the ways in which payments can be made out of your account: when they can be made, how you can give us instructions to make a payment and the information we need from you to make a payment and how to stop us making a payment.

How can payments be made out of my account?

Someone’s made a payment directly into my account, when can I take the money out?

There are a number of ways you can do this:

In most cases (money paid in by cash or automated payment) you can take the money out immediately. If you pay cash into your account using one of the cash machines in branch, you might not be able to take the money out until the following working day.

• • • •

That’s because we need to check how much money you’ve paid in before we put it in your account.

I’ve got a cheque to pay into my account, is there anything I should know? All cheques go through a process called ‘clearing’ which normally takes six working days and applies to all banks and building societies. When you pay a cheque into your account, we need to make sure that the person or organisation that has given you the cheque has enough money in their account to pay the amount that’s written on the cheque. Cheques in UK Pounds drawn on non UK banks and foreign currency cheques cannot be paid into your account.

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in cash at cash machines or in branch over the counter at the Post Office in the UK using your card in shops, online or over the phone including making recurring card payments you can make a payment from this account using Paym if you’re registered with us for the Paym service – in the future, there may be other new ways (like Paym) of instructing us to make payments • you can transfer money to other Nationwide accounts you have with us (if any). For example, you can transfer money you have in your account to a savings account with us, if you have one

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• you can set up regular payments in UK Pounds to pay another person or organisation. You can do this by setting up a standing order or a Direct Debit. If you’ve set up any Direct Debits on your account to pay another person or UK organisation and that person or UK organisation’s bank doesn’t take any money from your account for a long time (usually 13 months or more), we can delete the record from your account unless the person or the UK organisation you are paying tells us that it shouldn’t be deleted • you can make automated payments to other people’s accounts in the UK and overseas • you can use counter cheques that you get in branch

Can I make a payment out of my account in foreign currency? If you want to make a payment out in a foreign currency we’ll take the money out of your account in UK Pounds and use our standard outbound exchange rate to convert it to another currency. Our standard outbound exchange rate may vary depending on payment type. We will usually provide details of the actual exchange when you ask us to make a payment. These are variable rates that change frequently. If you ask us to make a payment that is in a different currency to the recipient’s account we cannot control the exchange rate that may be applied to you by the recipient’s bank. If you’d like more information on making payments in a foreign currency out of your account please ask in branch, contact us on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK) or see our “Overseas payments” leaflet at nationwide.co.uk

What happens if I make a mistake and give Nationwide the wrong information? If this happens then the payment may be delayed or not even received and we may not be able to get it back for you. For that reason it’s very important that you are accurate when giving us instructions to send a payment including: – the correct sort code and account number, – the correct Bank Identifier Code (BIC) and International Bank Account Number (IBAN) where applicable – the correct mobile phone number if you are paying someone using Paym. If you know you’ve made a mistake please contact us immediately on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK).

There are lots of different payments I can make out of my account, how and when can I tell Nationwide I want to make these payments, when will the money arrive, and how can I stop the payment? The ‘How to make a payment out of my account’ table on the next page tells you how and when you can give us instructions to make different types of payments, when the person you are sending the money to will get the money and how you can stop us sending the money if you change your mind.

Do I keep any money that’s paid into my account by mistake? No, if the money isn’t yours to keep it must be repaid.

I haven’t got enough money in my account to make a payment, can I do it anyway? No, you should try and avoid making payments out of your account if you don’t have enough money to cover it. You are not allowed to take more money out of your account or spend more money on your card than you have in your account (although there may be some occasions when you pay for things and the purchase system used by a merchant does not send us a request for prior authorisation of the payment and so we cannot prevent the account becoming overdrawn). If you do become overdrawn, we expect you to take reasonable steps to repay that money as soon as you can – becoming overdrawn is a breach of the account terms and conditions.

I want to pay money to someone, what information do I need to give Nationwide? It depends on whether the payment is going to the UK or outside of the UK (overseas). The table below explains the information that you’ll need to provide. Information

Payment in the UK

Payment overseas or in a foreign currency

Sort Code

Yes

No

Account Number

Yes

No

Reference/roll number/invoice number

Yes

Yes

Name of the bank or building society

No

Yes

Address of the bank or building society

No

Yes

Bank Identifier Code (BIC) or national bank code

No

Yes (unless your payment is being sent in euros as a SEPA Credit Transfer)

International Bank Account Number (IBAN)

No

Yes

Additional information may be required for some international payments. For authorised transactions using the Paym service, you’ll need to give us the mobile phone number of the person you want to pay.

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How to make a payment out of my account

Automated payments (Cont’d...)

Automated payments Payment Type

When you can tell us what you want us to do

When the money arrives at the bank of the person you’re sending the money to

How to stop us from sending the money if you change your mind

Internet Banking

Banking App

Branch

Internal transfers to Nationwide accounts

24 hours a day

24 hours a day*

During opening hours

Immediately

You can’t normally stop a payment after we’ve accepted your instructions

Internal transfers to Nationwide accounts (future payments)

24 hours a day

24 hours a day*

During opening hours via Internet Bank PC

Requested date provided we receive your payment instruction by 10pm on the working day before you want the payment to be sent. If we don’t, your payment will be sent on the next working day

You can ask us not to send the payment up to 10.00pm the working day before the money is due to be taken

Immediate bill payments (a payment to someone else's bank account)

24 hours a day

24 hours a day*

During opening hours via Internet Bank PC

Within one working day

You can’t normally stop a payment after we’ve accepted your instructions

Paym

N/A

24 hours a day

N/A

Within one working day

You can’t normally stop a payment after we’ve accepted your instructions

Bill payments to be sent in the future

24 hours a day

N/A

During opening hours via Internet Bank PC

Within the working day of the requested date provided we receive your payment instruction by 10.00pm on the working day before you want the payment to be sent. If we don’t, your payment will be sent on the next working day

You can ask us not to send the payment up to 10.00pm the working day before the money is due to be taken

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Standing orders**

24 hours a day

Direct Debits

You must complete an instruction form with the organisation you’re paying. We’ll make payment on working days only. Payments due to be made on a weekend or bank holiday will be sent the following working day

N/A

During opening hours

Within the working day of the requested date provided we receive your payment instruction by 8:30pm on the working day before you want the payment to be sent. If we don’t, your payment will be sent on the next working day

You can ask us not to send the payment up to 8.30pm the working day before the money is due to be taken

The date you have agreed with the organisation you’re paying

You can ask us not to send the payment up to 6.00pm the working day before the money is due to be taken. You should also contact the organisation you’re paying if you want to cancel the payment

* Only to someone you’ve already set up through Internet Banking as a person you want to make payments to. ** Payments are made on working days only. Payments due to be made on a weekend or on a day which is a bank holiday in England and Wales will be sent on the next working day. In this table, references to cut-off times are to local times in the UK.

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Card payments Payment type

Purchases

How you can use your card

You can use your card in shops, online or over the phone

When the money arrives in the bank account of the person you’re sending the money to

How to stop us from sending the money if you change your mind

The money will be taken out of your account on the day we receive the request from the retailer’s bank and they’ll receive it within three working days

You can’t stop a card payment but the retailer may give you a refund If you want to stop a recurring card payment on your card that you’ve set up using your card details you’ll need to tell us by 4.00pm the working day before the money is due to be taken. We recommend that you also contact the person or organisation you are paying to cancel the payment

CHAPS, OVERSEAS AND FOREIGN CURRENCY AUTOMATED PAYMENTS Payment type

When you can tell us what you want us to do

When the money arrives at the bank of the person you’re sending the money to

How to stop us from sending the money if you change your mind

Internet Banking

Branch

Telephone Post

CHAPS – payments within the UK for large amounts of money which you need to make on the same day

24 hours a day

During opening hours

On an 24 hours exceptional a day basis

The same working day if we receive your instruction by 3.00pm on a working day (two working days if you have sent us a postal instruction)

You can’t normally stop a payment after we’ve accepted your instruction

Automated payments outside the UK or in a foreign currency via SWIFT

24 hours a day

During opening hours

On an 24 hours exceptional a day basis

Normally within one working day to EEA countries (two working days if you have sent us a postal instruction). If we receive your payment instruction before 1.00pm on a working day, your payment will arrive that day. Other countries may take longer

You can’t normally stop a payment after we’ve accepted your instruction

Automated payments in euros to an account in the SEPA Region via SEPA Credit Transfer

24 hours a day

During opening hours

On an 24 hours exceptional a day basis

Within one working day (two working days if you have sent us a postal instruction). If we receive your payment instruction before 11.30am on a working day, your payment will arrive that day

You can only ask us to cancel a payment if you’ve made identical payments by mistake or someone else has fraudulently made the payment from your account. In that case you can request us to cancel the payment within 10 working days of the payment date, although there is no guarantee that the recipient’s bank will return the payment

Payments are made on working days only. Payments due to be made on a weekend or on a day which is a bank holiday in England and Wales will be sent on the next working day. In this table, references to cut-off times are to local times in the UK. You can only send us a postal instruction if you are registered for Internet Banking and you have a card which cannot be used in a card reader. You will need to complete the postal form within Internet Banking, print it off, sign and post to us. Your signature is your agreement for us to make the payment.

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I’ve got a question about debit cards If you need a cheque from your account, you can go into one of our branches and ask for a counter cheque to be issued – the charge for this service is in our Charges Leaflet.

The terms and conditions contain some key information about the use of your card. This section gives you further information about what you can use your card for and some things that happen when you use it.

When I make a payment does the money always leave my account immediately?

Where can I use my card?

In most cases it does, but if you use your card to buy things there might be a delay between the time when you make your purchase and when the amount of money is taken out of your account. Generally if there is any delay this will only be for a very short time. During this time, your account balance will include the amount of money you’ve spent but usually it won’t be available to you.

If I get a refund on my card when will the money be back in my account?

Cash can be taken out at any cash machine

Y

Make Contactless payments

Y (unless you opt out of having a Contactless card)

Pay for things in shops, online and over the phone

Y

We’ll be able to pay the refund into your account when we receive it.

Am I always responsible for the payments out of my account? There are some occasions when you’ll still be responsible for making a payment even if we’re unable to make that payment for you because: i. you’ve closed the account; or ii. either • there’s something wrong with our machines, data processing systems or transmission links we need to use to send the money; or • there’s industrial action (e.g. where staff are on strike); or • something else very unusual has happened which we could not have anticipated and in each case, we (or anyone else who does things for us) have no control over what has happened.

Can I spend more money than is in my account? Usually a payment cannot be made out of your account if you don’t have enough money in your account to make that payment. However there’s a very small chance that a payment could be made when you don’t have enough money which means you would become overdrawn. If this does happen, there’s nothing to worry about. We won’t charge you anything at all. But we might contact you to let you know it has happened and how you can avoid it in future. You won’t be able to spend any more money or take money out of a cash machine until your balance is brought back above zero.

How can I manage my money to make sure I always know what I have left in my FlexBasic account? There are a number of ways to keep track of your balance:

Can I change the type of card I have? Yes. If you have a Contactless card you can change to one without the Contactless feature and vice versa.

How can I keep my card details secure when shopping online? There are a number of ways you can do this, like only shopping at websites which have secure payment pages, and always using a computer that you know is protected. From time to time you may be asked to validate yourself as the cardholder when shopping online.

If I spend money in a foreign currency, how is the value of the payment worked out in UK pounds? The card scheme provider uses its exchange rate to turn the amount you’ve spent in foreign currency into UK Pounds, this rate may vary. The date of the payment which will appear on the statement for one of these payments will be the day that the payment is turned into UK Pounds by the card scheme provider. This might not be the same day as the day you used your card.

If I’m outside of the UK can I pay in UK pounds? Sometimes you’ll be offered the ability to pay in UK Pounds when using your card for a transaction you do outside of the UK. The person offering this service (not Nationwide) may charge a fee and use their own exchange rate to convert your transaction into pounds.

Is there anything I should do when I get a replacement card? There are a couple of very important things you need to do. First of all, you need to destroy your old card. Then, you’ll need to tell any organisations you gave your old card number to about the new card number and/or expiry date so they can continue to collect recurring card payments.

How to get started

Can other providers charge me for using cash machines?

Internet Bank

Register at nationwide.co.uk (you’ll be registered when you open your account)

Banking App

Download the app

Occasionally when you use a cash machine the machine provider may make cash withdrawal charges over which we have no control. Make sure you read all the on-screen instructions carefully when using non-Nationwide cash machines.

Text Alerts

Sign up using Internet banking in branch

ATM

You can check your balance at one of our ATMs

I’ve closed my account and I think there are still payments that need to go out, what will happen? By closing your account you’re withdrawing your consent from Nationwide to make any future payments on your account after the date of closure. Between the date of you telling us you want to close your account and the date on which it actually closes, we’ll make payments that are due to be made from your account unless you tell us that you don’t want us to. The amount of time that you need to give us to cancel the payment is shown in the ‘How to make a payment out of my account’ tables (pages 14 and 15). Any responsibility you have to pay us any money you owe us (such as the payment of money owed on card purchases or where you become overdrawn) will continue until you’ve paid all of the money to us.

What does having a Contactless card mean? It’s just another way of making payments using your card. If you have a card with this symbol on it, you can make payments in seconds wherever you see the without needing to enter your PIN or sign a receipt, at no extra cost. But, for your security sometimes you’ll be asked to enter your PIN or sign. Contactless makes it quicker to make low value purchases up to certain limits. These limits are set by the shops. You should make sure that you’ve enough money in your account before using your Contactless card as some shops and other organisations won’t automatically ask us to check the amount of money in your account before you make a payment, and this could lead to your account going overdrawn. Details on where you can use your Contactless card and the limits on payments you make when you use it are on our website at nationwide.co.uk/contactless

How do I activate Contactless? Contactless is activated the first time you use your card to make a payment using your PIN or signature or make a withdrawal at a cash machine.

Can I always use Contactless? It’s not always possible to use Contactless. There may be terms and conditions imposed on you by the shop or other organisation where you’re using your card which we can’t control. This might mean that you can’t use your Contactless card if a shop or other organisation doesn’t offer it, or the shop may require you to use your PIN.

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Can I have more than one FlexBasic account?

How can I keep the money in my account safe? The terms and conditions set out a lot of important information about how to keep the money in your account safe. This section gives you more information on how to do that.

No, you can only have one FlexBasic account at any one time, which can be held in your sole name or jointly by you and another person.

What should I do if I don’t receive something that I’m expecting you to send me?

Can my account be changed to a new current account?

You should let us know straight away if you don’t receive a statement or anything else you were expecting (such as a replacement card or PIN).

At any time you can ask us whether we can move you to a different Nationwide current account and, if you are eligible and we agree, we will do this for you, ensuring you have access to your new account straightaway before we close your FlexBasic.

What should I do if I see a transaction I don’t recognise on my account? You should check your statements regularly and tell us straight away if there’s anything on your statement which you weren’t expecting or you don’t recognise.

If I use Internet and/or the Banking App do I have to keep my devices updated? If you use Internet Banking or the Banking App, you need to make sure that your device is set up correctly and has the right hardware, operating system and browser. You should also follow any instructions we give you (e.g. in the terms and conditions for Internet Banking or the Banking App), about how to protect the money in your account by looking after your security details.

Will a cash machine ever keep my card? It’s unlikely, but it can happen. If you use your card to take money out of a cash machine and put your PIN in incorrectly a number of times, the cash machine might keep your card. This might also happen if there’s a technical problem with the cash machine. Unfortunately, we can’t be held responsible if this happens.

From time to time we will review how you use and manage your account to see whether the account is still suitable for you. Following a review, if you are eligible for one of our other current accounts which offers greater access to a wider range of benefits and we reasonably believe you would benefit from that account, we may move you to it. We will give you at least two months’ notice before we move you, explaining why we are moving you and give you the terms and conditions for the account we are moving you to. During this two month period you can: • tell us that you do not want to move to the new account and you can keep your FlexBasic account, or • ask us to move you sooner, before the end of the two months. If you don’t do either of these things, we will move you to your new account at the end of the two months and ensure you have access to your new account straightaway before we close your FlexBasic. After you have been moved to the new current account, you will still have 30 days to change your mind and we will move you back to your FlexBasic account.

What does Nationwide do with my personal information? How will Nationwide use my personal information?

My personal details have changed, should I tell you? You must tell us straight away if you change your personal details, the table below explains how to do this: Branch

Internet Bank

Over the phone

Name

Yes

No

No

Address

Yes

Yes

No

Telephone number

Yes

Yes

Yes

Email address

Yes

Yes

Yes

Will you ever ask me to provide information to you in order to keep my account safe? If we’ve taken action against someone else because of something that has happened on your account, you must help us and provide us with all the information we reasonably ask for. However, you should never tell anyone (including our representatives) your Internet Banking security data (such as your customer number and passnumber) or your PIN.

Communication In some places in the terms and conditions we say we’ll contact you, for example when we change your terms and conditions. This section gives you some more information about how we’ll contact you.

We will share information about you and your account within Nationwide so that we can better look after you and your account. We may also share information with other organisations in certain circumstances. Holding a FlexBasic will be noted on your credit file with a credit reference agency in the UK as holding a ‘basic bank account’ rather than just a ‘current account’. It is important you understand how the personal information you give us will be used so we strongly advise that you read our guide about how we use your personal information. You can find this in our “How Nationwide uses your personal information’’ leaflet available on our website or you can ask for a copy in branch. We may also contact you to inform you of special offers, products and services which might be of interest to you, either by letter, telephone or email. If you do not wish to receive this information by letter, telephone or email, or any combination of these, you can write to us at Nationwide Building Society, Marketing Opt-out, FREEPOST SCE 7125, Swindon, SN38 9LY. If you are an existing customer and have already opted out of marketing communications you do not need to write to us again. From time to time we’ll look at the way you use your account so that we can see how you look after your money. There may also be other services and products we can offer you in the future depending on if you are eligible and how you have looked after your money.

How will you contact me?

Complaints

When we want to tell you about something, we’ll do it in one or more of the following ways:

If I’m not happy with something that happens on my account, how can I make a complaint?

Personal messages for you

Public Messages

Writing to you (email or letter)

Displays in branch

Texts/ SMS (e.g. to let you know you have a secure message or notice in the Internet Bank, or to inform you of other important information you need to review)

Advertising in the press

Phoning you

Displays on our website

In person (in branch) Secure message or notice in the Internet Bank Any other way that’s reasonable and appropriate at the time. If we communicate via a method that would only be effective for UK residents (e.g. in branch), we will also do so by another method (e.g. by email or on the website) for the benefit of customers who live elsewhere in the EEA. In order to receive and see messages using email and on the Internet Bank you must make sure that your device is set up correctly and has the right hardware, operating system and browser.

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We have a complaints procedure to help with your complaint. For more information, or to make a complaint, please: (a) visit our website and click on the option ‘Contact us’ at nationwide.co.uk; (b) phone 0800 30 20 15 (or +44 1793 65 67 89 if you are calling from outside the UK); or (c) talk to us in branch. If I’m not happy with the way you deal with my complaint, what can I do? If you are not satisfied with the way we’ve dealt with your complaint you can refer the matter to the Financial Ombudsman Service, Exchange Tower, London E14 9SR. Tel 0300 123 9123 or 0800 023 4567 (or +44 20 7964 0500 if you are calling from outside the UK). E-mail: [email protected]. You can also refer your complaint to them first without giving us the opportunity to resolve it, but if you do this, they will only consider your complaint with our consent. The Financial Ombudsman Service provides a free, independent, complaint resolution service. Details about their service and how to refer a complaint to them can be found on their website at www.financial-ombudsman.org.uk. If you purchased your account online, you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr/

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Glossary Account Automated payment

Banking App

This means your Nationwide FlexBasic account which is either in your name or held jointly with somebody else. Payments made into or out of your account via electronic banking systems. This includes Direct Debits, standing orders, bill payments, Paym payments, CHAPS and overseas payments. This is 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 your mobile phone.

Bill payment

A way to make free payments in UK Pounds within the UK 24 hours a day, seven days a week. Bill payments can be made through Internet Banking, the Banking App, a cash machine or in branch. They can also be known as single payments.

Branch

This means one of our branches in the UK, and you can find details of the locations of our branches at http://nationwide.co.uk/support/contact-us/branchfinder.

Card

This means the debit card we issue on your account.

Card scheme provider

The company we use to provide us with the payments systems to enable you to use your card i.e. purchase in shops, make a cash machine withdrawal.

CHAPS A way of making payments in UK Pounds in the UK. Cheques

Direct Debit

We do not offer you a cheque book on your account but you may receive payments in UK Pounds from other people in the form of a cheque drawn on a UK bank or building society, which you can pay into your account. A cheque for the purposes of the FlexBasic account is a written order in UK Pounds from an account holder, instructing their UK bank to pay a specified sum in UK Pounds to a named person. When you ask another person or organisation to take money in UK Pounds out of your account with us. Direct Debits are often used to pay for things like magazine subscriptions or gym or club membership. We do not offer customers the ability to set up direct debits in Euros.

EEA The European Economic Area and the countries in the EEA are Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom. Exchange rate

The rate used to convert a payment to or your account in a foreign currency to UK Pounds (e.g. to calculate how many euros is equal to one pound).

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service was established in 2001 and helps settle disputes between consumers and UK-based businesses providing financial services, such as banks, building societies and insurance companies.

Foreign currency

Means a currency other than UK Pounds.

Fraudulent/fraudulently

Where someone (which could be you or another person) deceives or tries to deceive us.

Internet Bank/Internet Banking

This is 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

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Law

Means any applicable law, regulation, code or other duty.

Law in the UK

Means the law of England and Wales.

Month

Means a calendar month.

Overdrawn

This is when you have taken out more money than you have in your account, with your balance falling below zero.

Paym This is a service you can register for with us. It’s a UK payment service which will allow you to make and receive payments securely using a UK mobile phone number. PIN

Personal Identification Number. It’s a four digit number that you need to remember to use when you use your card at cash machines or to buy things in shops.

Recurring card payment

When you ask another person or organisation to regularly take payments from your card.

Regulator

An organisation that supervises financial institutions to ensure certain requirements, restrictions and guidelines are followed, aiming to maintain the integrity of the financial system and provide the best outcome for customers. We’re subject to the requirements of a number of regulators such as the Prudential Regulation Authority (PRA), the Financial Conduct Authority (FCA), the Payment Systems Regulator (PSR) and the Information Commissioner’s Office.

Standing order

When you ask us to pay a set amount of money at regular intervals (e.g. weekly or monthly) to someone else’s bank account or when someone else pays a set amount of money at regular intervals into your account.

Statement

A record of what has been paid into and out of your account. We’ll send or make available to you monthly statements. You can get copies of your monthly statements through the Internet Bank or the Banking App and you can request mini and real time statements from one of our cash machines.

SEPA Credit Transfer

A way of making payments in euros to an account within the Single Euro Payments Area.

SWIFT

A way of making a sterling payment from the UK to another country or a payment in a currency other than UK Pounds. SWIFT cannot be used to make payments in euros to an account within the Single Euro Payments Area.

Transfer

When you ask us to pay money into someone’s account, or someone pays money into your account.

Working day

Any day which is not a Saturday or Sunday, or a Bank Holiday in England and Wales. Where, due to time difference, it is a different day in England and Wales than in your jurisdiction (e.g. it is Tuesday in your jurisdiction and Monday in England and Wales), references should be read as referring to the day in England and Wales (Monday, in this example).

In this document, references to cut-off times are to local times in the UK.

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Just ask in branch Visit nationwide.co.uk Call 0800 30 20 11

Nationwide cares about the environment - this literature is printed in the UK with biodegradable vegetable inks on paper from well managed sources.

You can order all our publications in large print, Braille or audio format. Your local branch will arrange this for you or you can contact us on 0800 30 20 11 (or +44 1793 65 67 89 if you are calling from outside the UK). All national calls from a BT landline are charged at a local rate, calls from other networks may vary. International call charges apply when phoning from abroad. When calling from a mobile, your operator’s call charges will apply. If you have hearing or speech difficulties and are a textphone user, you can call us direct in text on 0800 37 80 01. We can also accept calls via BT. Just dial 18001 followed by the full telephone number you wish to ring. Nationwide Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 106078. You can confirm our registration on the FCA’s website www.fca.org.uk or by contacting the FCA on 0800 111 6768 (or +44 20 7964 0500 if you are calling from outside the UK). Nationwide Building Society. Head Office: Nationwide House, Pipers Way, Swindon, Wiltshire SN38 1NW. P2971 (August 2016)