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Review of the Nationwide, FlexAccount:

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Very bad

Nationwide FlexDirect account blocked – left me and my child with nothing I hold a Nationwide FlexDirect account, and it was blocked without warning on the very day my tenancy ended. I am a single mother with a 12-year-old child. All of my money is held in this FlexDirect account. Because Nationwide blocked it, I was unable to pay one month’s rent and one month’s deposit for my new property, despite providing full tenancy agreements, proof of income and transaction history exactly as requested. Nationwide instructed me to upload documents, which I did immediately, and then told me to wait five working days. During this time, I was left without accommodation, unable to pay even for one night in a hotel, and unable to buy food for myself or my child because I had no access to my own money. I also called Nationwide’s complaints number and spoke to a staff member named Tracy. I provided extremely sensitive personal information, including my account number, sort code, full personal details, dates, and addresses covering the last three years. I answered all questions in full. When asked about recent transactions, I gave the exact amounts spent, but explained that I could not remember the exact shop names for every transaction. Tracy then stated that I had “failed to respond”, refused to ask any further questions, and told me I would need to call back, despite already having disclosed all my private details. This treatment was hostile, unreasonable and completely lacking empathy, especially given my situation as a single parent facing homelessness. There was no urgency, no compassion and no practical support — only delays and scripted responses. This is money I have worked hard for, and all funds were legitimate and fully evidenced. Blocking a FlexDirect account in this way, and handling a complaint so poorly, shows a complete lack of duty of care and a shocking disregard for the real-life consequences of these actions. I strongly warn others: Nationwide can deny you access to your own money without notice, even in an emergency involving a child’s welfare. This experience has been devastating and entirely avoidable. I will be taking this matter further. Reviewed on: 6th February 2026

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