Nationwide clarifies app rules and expands dementia clinics

Nationwide recently provided an update about its account access rules in response to a customer inquiry, clarifying its rules for customers using the app. According to major media reports, customers can access many services through the Nationwide mobile app, including viewing accounts, statements, and payments. The app can be downloaded from the App Store for iPhone/iPad and from Google Play for Android devices.

A customer complained on social media about promotional pop-ups in the Nationwide app that reappear despite clicking 'do not show me this again'. Nationwide responded to the complaint by providing guidance to change marketing preferences in the app's communication settings. It is unknown how many customers have reported issues with promotional pop-ups in the Nationwide app, and whether Nationwide plans to add a permanent opt-out feature for promotional pop-ups in the app settings.

Another customer wanted to view statements from 2020 but was unable to find them in the Nationwide app. Nationwide states that customers can view and download current account, savings, and credit card statements from the last 36 months via internet banking or the app. It is unknown whether the statement access rule applies to all account types or has any exceptions.

Separately, Nationwide recently announced it will expand its dementia clinics, which are currently offered at more than 230 Nationwide branches. These clinics are free 45-minute appointments with an Admiral Nurse from Dementia UK, offering guidance on symptoms, diagnosis, and care for those affected by dementia. Nationwide is expanding its dementia clinics to selected Virgin Money branches, with trial clinics at 12 Virgin Money locations starting from May. The exact number of Virgin Money branches that will eventually offer dementia clinics after the trial period is unknown, as are the specific criteria for selecting the 12 branches for the trials.