Nationwide Building Society has become the first UK bank to introduce a feature that allows customers suffering economic abuse to hide harmful messages sent through payment references. The mutual, the world's largest, announced that customers can now mute abusive or triggering messages delivered via payment references when receiving money into their accounts.
Payment references can be used by current or former partners to send abusive messages to the recipient, the building society warned. Nationwide, which has branches in Birmingham, launched the muting feature this week, allowing payments to continue while blocking references. Kathryn Townsend, head of customer vulnerability at Nationwide, said: "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."
Sam Smethers, chief executive of Surviving Economic Abuse, urged other banks and building societies to create similar tools. "For far too long, domestic abusers have exploited everyday banking tools, like payment references, to harass and control survivors even after separation," Smethers said.
Last year, Nationwide partnered with domestic abuse charity Refuge. Andrew Ball, head of supplier management at Nationwide, said: "With one in four women experiencing some form of economic or domestic abuse, it is vital that we have support available for customers when they need it the most. That is why I’m delighted to commence a partnership with Refuge, as they are experts in this field."
Emma Pickering, head of technology-facilitated abuse and economic empowerment at Refuge, added: "One in four women will experience domestic abuse in their lifetime, and cases are continuing to grow in both quantity and complexity. Thanks to Nationwide Building Society, Refuge will be able to expand its support for survivors of abuse. Our partnership has never been more needed. With Nationwide’s support, Refuge’s expert team will empower survivors with practical advice and emotional support, helping them to rebuild their lives. No survivor should have to navigate domestic abuse alone, and Nationwide’s commitment means we will be able to ensure even more survivors receive the support they deserve."
