Nationwide Building Society has become the first building society in the UK to receive an “advanced” mental health accessibility rating from the Money and Mental Health Policy Institute, an independent charity founded by consumer champion Martin Lewis.
The recognition comes as part of the charity’s Mental Health Accessible programme, which works with essential service providers—including banks, energy firms, and water companies—to ensure their services are inclusive for people with mental health problems. The award marks a significant milestone in Nationwide’s efforts to improve support for vulnerable customers and follows detailed collaboration with the Institute.
The “advanced” rating is the second of three progressive tiers within the accreditation scheme, sitting above “essentials” and just below the top level, “leading the way”. It acknowledges organisations that have taken meaningful and impactful steps to address the challenges customers with mental health issues often face when accessing essential services.
The Money and Mental Health Policy Institute highlighted the Society’s commitment to making its products, services, and communications more accessible. The assessment included in-depth interviews with Nationwide employees and incorporated real customer feedback on the difficulties faced and potential improvements needed.
Nationwide has introduced a series of initiatives to enhance its service provision. This includes comprehensive staff training sessions that incorporate “lived experience” case studies, helping front-line teams better understand the day-to-day issues customers with mental health problems may encounter. The Society has also simplified the processes for identifying, recording, and supporting customers with a wide range of needs.
Another significant step includes enabling its specialist support team to refer vulnerable customers to Mental Health UK, which provides one-to-one assistance, offering a more holistic approach to support.
The Institute’s research previously found that people living with mental health conditions often struggle when managing financial services—facing obstacles such as “admin anxiety”, difficulty processing information, and challenges using the phone or other standard channels of communication. As a result, customers can become overwhelmed, leaving them at risk of financial harm.
Helen Undy, chief executive of the Money and Mental Health Policy Institute, commended Nationwide’s commitment:
“When you’re struggling with your mental health, communicating with your bank or building society can be a stressful and energy-draining experience. Common symptoms like feeling overwhelmed or struggling to absorb information can make something as basic as managing your account feel like an uphill battle.
Nationwide has demonstrated that organisations can adapt and create inclusive services which genuinely make a difference. With one in four people experiencing a mental health problem each year, it’s vital that firms ensure their systems are designed with accessibility in mind.”
The Institute has encouraged other financial institutions and service providers to follow suit and work with its programme to deliver better outcomes for customers facing mental health challenges.
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Kathryn Townsend, head of customer vulnerability at Nationwide, expressed her pride in receiving the accolade:
“We are absolutely delighted to have received the advanced rating. Supporting our members in a way that meets their individual needs is central to our values, and we recognise there’s no ‘one-size-fits-all’ solution.
This award is a testament to our teams’ dedication to making our services accessible to everyone, and we will continue to build on this progress.”
Nationwide’s recognition is seen as a positive step in reshaping the financial landscape to be more inclusive and responsive to mental health needs. The Society hopes to continue its journey toward achieving the highest level of accreditation and inspire other firms to improve their accessibility standards.
With mental health increasingly being recognised as a fundamental part of customer wellbeing, initiatives like this one are paving the way for a more understanding and compassionate approach to financial services in the UK.
