Nationwide Building Society has rolled out a new Digital Lessons programme across all 605 of its UK branches, in a direct attempt to address digital inequality. The sessions are aimed at both members and non-members, with a focus on building practical skills and improving access to online services.
The initiative arrives at a time when around 11.3 million UK adults are reported to lack the basic digital abilities needed to navigate everyday tasks, such as setting up a device or identifying online scams. According to the building society, this digital gap is contributing to increased financial vulnerability and social isolation.
In-Branch Digital Support Aims to Tackle Exclusion
The free sessions, which run up to 30 minutes, are now available nationwide and are open to all, regardless of whether participants bank with Nationwide. The organisation says the service has been designed with simplicity in mind, avoiding technical jargon and offering clear, hands-on advice. Topics include setting up bank accounts, using email, making video calls and spotting online fraud.
According to Nationwide, the scheme builds on its long-term promise to keep all branches open until at least 2028, a pledge that stands in contrast to widespread bank closures across the country. Since launching a pilot of the lessons in July, over 562 events have been held, supporting more than 3,000 individuals.
Feedback from attendees has been largely positive. In internal evaluations shared by the society, 100% of participants reported feeling more confident after their session. Average digital knowledge scores increased from 6.28 to 8.98 out of 10, and 86% of users said they would recommend the session to others.
Digital Inequality Linked to Broader Social and Financial Risks
The launch of the nationwide programme follows growing concern about the wider implications of digital exclusion. According to data cited by Nationwide, around 4.8 million working-age adults in the UK have never accessed the internet. More than half (52%) are unable to complete all 20 tasks in the Essential Digital Skills Framework.
The risks are wide-ranging. Those without internet access are more likely to fall victim to fraud, with an estimated £2.3 billion lost annually, often due to missed alerts or lack of awareness. Offline users also tend to miss out on savings available through online services, with Which? estimating that households without digital skills lose up to £744 a year.
Stephen Noakes, Retail Director at Nationwide, commented: “Digital exclusion remains one of the most pressing challenges facing society today. The inability to access the internet safely can lead to financial disadvantage. We launched Digital Lessons in July – providing face-to-face support in our branches for customers who may need some extra help or reassurance to get online. We’re committed to continuing this support, helping more customers build the confidence and skills to thrive in a digital world.”
By embedding digital support into its high-street footprint, Nationwide positions itself not just as a financial provider, but as a community presence, attempting to bridge the digital divide where people already live and bank.
