Nationwide said the feature will be available through its mobile app from Thursday, giving users control over whether they view incoming payment references. According to the building society, perpetrators have increasingly used these references to send abusive or manipulative messages after relationships have ended.
Domestic abuse charities and financial institutions have warned that ordinary banking systems can be exploited to continue harassment long after physical separation. Nationwide’s latest update comes amid growing calls for banks to address forms of economic abuse embedded within digital payment tools.
The organisation worked alongside the charity Surviving Economic Abuse to develop the feature. According to the charity, around 4.2 million women in the UK have experienced economic abuse from a current or former partner, including control over bank accounts, spending, credit or employment-related income.
New App Tool Targets Abusive Payment References
The newly introduced feature enables Nationwide customers to hide payment references attached to incoming transfers directly within the banking app. The building society said this aims to prevent survivors from being exposed to abusive language or coercive messages while managing their finances.
Kathryn Townsend, Nationwide’s head of customer vulnerability, said domestic abuse “doesn’t stop and start at physical harm” and can extend into “everyday systems, including banking”. She added that the feature “puts control back with the customer, where it belongs”.
According to Nationwide, the tool builds on measures already introduced under the Faster Payments framework in 2025. These include a three-stage warning process allowing banks to report harmful payment messages to the sending institution. Repeat offenders may ultimately face account closures.
The building society said early signs suggest abusive behaviour has sometimes stopped after an initial warning letter was issued. Nationwide also confirmed it is exploring whether the payment reference feature could later be extended to Virgin Money customers following its takeover of the lender.
Sam Smethers, chief executive of Surviving Economic Abuse, said perpetrators had “exploited everyday banking tools” to continue harassment and control after separation. She said survivors should not feel afraid when accessing their own money.
Nationwide Expands Wider Domestic Abuse Support Measures
The app update forms part of a broader package of support measures introduced across Nationwide’s operations. According to the organisation, “Safe Spaces” are now available across all 430 branches and administrative centres, offering private areas where people experiencing domestic abuse can access specialist support services.
Nationwide also operates a specialist support team trained to identify signs of abuse among customers. The organisation said the team supported 312 customers during 2025, compared with 213 in the previous year.
The building society has also partnered with domestic abuse charity Refuge. According to reports cited by Nationwide, the partnership has already resulted in dozens of referrals for specialist assistance.
Smethers said Nationwide had become “the first UK building society to take decisive action against perpetrators”, including the removal of banking services from repeat offenders. She also urged other financial institutions to introduce similar protections by addressing what she described as loopholes that allow abuse to continue through financial systems.
Nationwide encouraged anyone affected by domestic or economic abuse to seek support through its branches, online services or specialist organisations, including Surviving Economic Abuse and Refuge.
