Nationwide down updates — Hundreds furious as bank suffers outage & users face issues ‘moving money between accounts’

How to claim compensation for major app, bank account and card issues

Banks don’t have to pay out compensation to customers if there has been a drop in service, unlike how telecoms companies have to.

But if you have incurred costs as a result of service issues, you could be likely to get your money back.

For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.

Is internet and mobile banking safe?

Internet and mobile banking is a more convenient way to manage your money and is generally safe as long as you keep your details secure.

Banks and building societies have plenty of processes to keep their websites and apps secure or they could get in trouble with the Financial Conduct Authority.

Their websites are encrypted so only you can view your account page and they are programmed to time out after a period of inactivity.

They will have strict login processes that may require a card reader or sending a code to your mobile phone.

There are steps you can take such as setting up a login and password that cannot be easily guessed and only logging into your account from a secure and private wi-fi connection.

Also, check who you are transferring money to and ensure they are legitimate.

The rise of online banking has also encouraged scammers to try to dupe account holders with emails and text messages.

Always check details with your bank separately.

The main providers also offer a service that verifies the details of someone you are transferring money to, which gives you an extra layer of security and ensures that person or company is genuine.

What issues are customers reporting?

Customers are currently reporting issues with transferring funds between their Nationwide accounts.

Over 20% of users are also reporting issues with their mobile and online banking.

Outage heatmap

This heat map shows where user-submitted problem reports are concentrated over the past 24 hours.

It is common for some problems to be reported throughout the day.

Downdetector only reports an incident when the number of problem reports is significantly higher than the typical volume for that time of day. 

Nationwide’s advice to customers

Nationwide has issued the following advice to customers following this morning’s outage.

The bank confirmed that customers can still access their internet and banking app.

All customers can also continue to use their cards online and in shops as well as withdraw at cash machines.

How to check if Nationwide is down

You can check if Nationwide is down by going to their server status page.

You can also keep an eye via their social media pages.