MSE News

Nationwide pays £60 to banking customers affected by its recent glitch - here's what you need to know

Nationwide has paid around 20,000 banking customers £60 in compensation after a technical error saw their direct debits fail as a result of not being able to transfer funds into their accounts. Others may also be able to claim refunds or goodwill payments - though there are no guarantees. 

Nationwide says customers affected by the glitch, which occurred on 4 January 2022, should have already been contacted and compensated, with £60 transferred into their bank accounts. Of course, if you've not heard from the building society and you were impacted you can get in touch using the contact information below. 

In a statement Nationwide said: "We apologise for the inconvenience caused. Any member who experienced additional issues as a result of recent payment delays can contact us to discuss their circumstances."

The building society has, however, stopped short of offering the same flat £60 compensation to customers who were hit by similar outages on 21 and 31 December 2021. Both groups of customers also experienced delays to payments, although it's unclear exactly how many people were impacted. 

All three issues have since been resolved. Nationwide adds that customers should not have been affected by more than one of the errors. If you're unhappy with Nationwide's service you may want to consider switching banks, see our Best Bank Accounts guide for more information and our best buys. 

How to complain if you were hit by Nationwide's outages

If you've lost out financially as a result of the problems and you've not been compensated - or you feel you've not been compensated by enough - then it is worth contacting Nationwide to see if you can get a refund of any fees or charges incurred and/or compensation on top. It says it will deal with complaints on a case-by-case basis. 

You can contact Nationwide by calling it on 0345 730 2011, using its online chat, or sending a letter of complaint to The Complaints Team, Nationwide Building Society NW 2020, Swindon, SN38 1NW.

If Nationwide doesn't respond within eight weeks or you're unhappy with the response you do get, you can take your complaint to the Financial Ombudsman Service. The Ombudsman is a free dispute resolution service, which can order firms to pay you compensation or put you back in the position you were in before any issues, although there are no guarantees. See our Financial Ombudsman guide for more information.

MSE weekly email

FREE weekly MoneySaving email

For all the latest deals, guides and loopholes simply sign up today – it's spam-free!