Nationwide has announced an immediate change that is set to help thousands of people across the UK. The high street bank, which has 696 branches in the UK, has partnered with Shout to provide its customers with mental health support.
Customers can text NATION to 852258 at any time of the day, when they will then be connected with a trained volunteer, supervised by clinicians, for immediate one-to-one support. Shout, a mental health charity, is a discreet service. Messages will not appear on phone bills, allowing people to reach out for help when they need it most, especially between 9pm and 2am, when Shout says demand is the highest.
The bank says that colleagues, particularly those in customer-facing teams, have received “enhanced training” on when to refer customers to the service if they suspect an individual may require mental health support.
Kathryn Townsend, Head of Customer Vulnerability at Nationwide, said: “We know mental health challenges can hit without warning alongside financial difficulty. For some, talking on the phone feels impossible or is impossible – our partnership with Shout gives our customer-facing teams and additional tool to provide customers with an accessible, safe and confidential way to help 24/7.”
Francesca Huges, Partnership Manager for Mental Health Innovations, said: “We’re absolutely delighted to be partnering with Nationwide on this exciting initiative. Together, we’re using digital innovation to make mental health support more accessible and immediate, helping Nationwide customers and family members look after their well being in a simple and confidential way by texting ‘NATION’ to 85258.
“The service is available 24/7, offering support whenever it’s needed, and we know that for many people, those moments often come late at night when worries feel hardest to manage. This partnership ensures no one has to face those moments alone. It represents a shared belief that early, confidential support can make a life-changing difference.”
Nationwide’s partnership with Shout follows the bank’s renewed commitment to UK high streets, promising to keep all of its 696 Nationwide and Virgin Money branches open until 2030.
It is also part of a wider plan to improve services for disabled and vulnerable customers, ensuring that, in addition to a phone, they have alternative access to help.
Ms Townsend added: “From keeping every branch open until 2030, offering safe spaces for those experiencing domestic abuse, in-branch Dementia UK clinics and our range of new Easy Read guides, Nationwide continues to strive to make banking fairer, more accessible and more inclusive.”
