Nationwide Building Society has unveiled a new feature in its banking app that enables customers to block harmful payment references, a move designed to safeguard survivors of domestic abuse. This addresses a tactic where perpetrators embed abusive messages within payment references to maintain unwanted contact and exert control.
New Feature Empowers Customers
From Thursday, customers will be able to hide these references on incoming transfers directly through the Nationwide app, giving them control over what they see. The society is also exploring extending this functionality to Virgin Money customers.
Addressing Economic Abuse
The charity Surviving Economic Abuse estimates that 4.2 million women across the UK have experienced economic abuse from a current or former partner. Economic abuse can involve controlling bank accounts, credit, spending, or an individual's ability to work and earn income, often occurring alongside other forms of abuse.
Nationwide previously introduced ‘safe spaces’ across 430 branches, providing a private environment where individuals experiencing domestic abuse can access specialist support services.
Support Team Expansion
Nationwide’s specialist support team, trained to identify and assist customers who have disclosed or shown signs of abuse, helped 312 customers in 2025, up from 213 in 2024. This demonstrates the growing need for such services.
Kathryn Townsend, head of customer vulnerability at Nationwide, stated: “Domestic abuse doesn’t stop and start at physical harm, it can reach into everyday systems, including banking. When applied, the hide reference feature puts control back with the customer, where it belongs. We urge anyone affected by domestic or economic abuse to seek support by visiting nationwide.co.uk/support, speaking to a colleague in branch, over the phone or online, or by visiting one of our safe spaces across our Nationwide branches or Surviving Economic Abuse’s website.”
Collaboration with Charity
Sam Smethers, CEO of Surviving Economic Abuse, commented: “For far too long, domestic abusers have exploited everyday banking tools, like payment references, to harass and control survivors even after separation. No one should feel scared when accessing their own money. We’re proud to have worked with Nationwide to co-develop this tool alongside survivors, giving them greater control by empowering them to hide abusive payment references.”
She urged other firms to follow suit “by closing down loopholes for abusers and making sure survivor safety is at the heart of every product and service.”
The national domestic abuse helpline offers support for women on 0808 2000 247, or you can visit the Refuge website. There is a dedicated men's advice line on 0808 8010 327. Those in the US can call the domestic violence hotline on 1-800-799-SAFE (7233). Other international helplines can be found via www.befrienders.org.
