Nationwide introduces major change for 16m customers | Personal Finance | Finance
Nationwide has made a major change available to its 16million customers. In a first for banking in the UK, the lender is enabling customers to block harmful payment references as part of efforts to help protect abuse survivors.
Some abusers include references when sending payments as a way of maintaining unwanted contact and control. Kathryn Townsend, Nationwide’s Head of Customer Vulnerability, said: “Domestic abuse doesn’t stop and start at physical harm, it can reach into everyday systems, including banking.
“When applied, the hide reference feature puts control back with the customer, where it belongs.”
From Thursday, Nationwide customers have been able to hide payment references on incoming transfers in the Nationwide app.
The building society said the move takes power away from abusers and gives customers a choice over what they do and do not see.
Nationwide said it is also exploring how the same function could be extended to Virgin Money customers in the future.
Economic abuse can include controlling somebody else’s bank accounts, credit, spending or their ability to work and receive an income. It often happens alongside other forms of abuse.
Nationwide said its specialist support team helped 312 customers in 2025, up from 213 the previous year.
The team is trained to identify and support customers who have disclosed or show signs of abuse.
Charity, Surviving Economic Abuse, estimates around 4.2million women across the UK have experienced economic abuse by a current or former partner.
Sam Smethers, the charity’s CEO, said: “For far too long, domestic abusers have exploited everyday banking tools, like payment references, to harass and control survivors even after separation.
“No one should feel scared when accessing their own money. We’re proucrimed to have worked with Nationwide to co-develop this tool alongside survivors, giving them greater control by empowering them to hide abusive payment references.”
She urged other firms to follow suit by closing down loopholes for abusers and making sure survivor safety is at the heart of all products and services.
