Nationwide Implements Urgent Change for Customers with 5-Digit Text Codes

Nationwide has implemented an urgent change aimed at providing critical mental health support to customers throughout the UK. This initiative allows individuals to connect with trained volunteers via text to receive immediate assistance.

Nationwide’s Partnership with Shout

The high street bank has partnered with Shout, a mental health charity, to enhance customer support mechanisms. Customers can now text “NATION” to 85258 at any time for help. This service is available 24/7 and is particularly beneficial during late-night hours.

Service Features

• Texting “NATION” to 85258 connects customers with trained volunteers.
• The service maintains confidentiality by not displaying messages on phone bills.
• High demand typically occurs between 9 PM and 2 AM.

Training and Support for Employees

Nationwide has provided enhanced training for its customer-facing staff. This training equips employees to identify when a customer might need mental health assistance and how to refer them to the Shout service.

Statements from Leadership

Kathryn Townsend, the Head of Customer Vulnerability at Nationwide, emphasized the connection between financial difficulties and mental health challenges. She stated that talking on the phone can be daunting for some customers. The partnership with Shout offers a confidential and accessible alternative for support.

Francesca Huges, Partnership Manager at Mental Health Innovations, expressed enthusiasm for the collaboration. She noted that this initiative facilitates immediate access to mental health resources and underlines the importance of early intervention.

Commitment to Community Support

Nationwide’s partnership with Shout aligns with its broader commitment to the community and its pledge to keep all 696 UK branches open until 2030. This initiative is part of Nationwide’s efforts to enhance services for vulnerable customers, ensuring comprehensive access to necessary assistance.

Inclusive Banking Initiatives

• Branch hours and accessibility are prioritized for all customers.
• Safe spaces are provided for individuals experiencing domestic abuse.
• Dementia UK clinics are available in branches.
• New Easy Read guides enhance service accessibility.

Through these measures, Nationwide aims to foster a more inclusive and supportive banking environment. The combination of mental health support and service accessibility reflects a commitment to the well-being of its customers and communities.