Egidio
Prevention and reimbursement · Nationwide

Nationwide customer: what round-the-clock monitoring actually catches — and where it doesn't reach.

A sourced, neutral reading of what Nationwide states officially about fraud — not to talk you into switching banks, just to help you know where you stand.

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What Nationwide actually offers

Nationwide monitors member accounts 24 hours a day, 7 days a week. When something unusual is spotted, it will proactively block the card to stop further payments and send a fraud-alert text or automated call — often before the member has noticed anything themselves. That's separate from, and additional to, the mandatory APP fraud reimbursement rules.

24/7 monitoring Every member account watched continuously; unusual activity triggers an automatic card block and a fraud-alert text or automated voice call.
Mixed real outcomes Published Ombudsman decisions on Nationwide APP fraud claims include both upheld and not-upheld results — there is no single default outcome.
Chargeback route considered, complaint not upheld
In one published decision, the Ombudsman found Nationwide ought to have had concerns about the card payments in question, but concluded a chargeback attempt would not have succeeded — and did not uphold the complaint on that basis.
Financial Ombudsman Service, decision DRN-5698246
What this means, precisely. This case matters because it shows reimbursement isn't only about whether the bank should have spotted a problem — a separate, practical question (would a specific recovery route, like a card chargeback, actually have worked?) can decide the outcome even when the bank's vigilance itself is in question.

What actually happens in practice

Real Ombudsman decision

In decision DRN-5698246, the Ombudsman considered both the Contingent Reimbursement Model ("CRM Code") and the APP Scam Reimbursement Rules introduced by the Payment Systems Regulator in October 2024, in a complaint against Nationwide Building Society. The Ombudsman found Nationwide ought to have had concerns about the card payments involved, but concluded that a chargeback claim would not have been successful in recovering the funds — and did not uphold the complaint. A separate case (DRN-5918282) involving Nationwide was upheld in the customer's favour, underlining that outcomes are decided case-by-case.

Source: Financial Ombudsman Service, decision DRN-5698246, consulted 30/07/2026.

Why Egidio, alongside this

Egidio doesn't replace Nationwide's protection, and doesn't try to. It acts one step earlier: detecting and blocking the manipulation attempt — the call, the message — before any payment is ever authorised. That's the difference between a claim decided case-by-case after the loss, and the loss never happening.

For the full comparison across UK banks and networks, see the "Before the Claim" page →

Frequently asked questions

Does Nationwide's 24/7 monitoring guarantee a scam payment gets stopped?

No. It significantly improves detection speed and can trigger a card block before you even report anything — but it doesn't guarantee every fraudulent payment is caught before it clears, and reimbursement for a completed APP scam still follows the standard case-by-case rules.

Does Nationwide always lose Ombudsman complaints about fraud?

No. Published decisions show mixed outcomes — some upheld in the customer's favour, others not, depending on the specific facts of each case, including whether a chargeback or other recovery route would realistically have worked.

Does Egidio replace Nationwide's fraud protection?

No. Egidio is not a bank and does not process reimbursement claims. It acts earlier — detecting and blocking the manipulation attempt before any payment is authorised at all.