Building society says it wants to help people, including non-members
Nationwide has launched a fresh initiative across all of its 605 branches, aiming to assist people, including those who aren’t members. The building society hopes to boost people’s confidence with technology on their local high street, with the programme arriving as approximately 11.3 million adults are missing crucial digital abilities.
The initiative supports Nationwide’s pledge to maintain every branch open until at least 2028. The sessions, which offer hands-on, straightforward guidance – from setting up devices and bank accounts to identifying scams and conducting video calls – seek to address digital exclusion and strengthen communities.
Nationwide has already delivered more than 562 events since beginning trials of the sessions across its branches in July, helping over 3,000 people. Statistics reveal approximately 4.8 million working-age adults have never accessed the internet, whilst over half (52%) are unable to accomplish all 20 tasks within the UK’s Essential Digital Skills Framework.
The implications are severe, from becoming victims of fraud and losing out on savings, to encountering difficulties with job hunting and experiencing isolation. Nationwide’s Digital Sessions are conducted in person at every branch, run for up to 30 minutes and are offered free of charge to anyone, irrespective of whether they bank with Nationwide.
Stephen Noakes, Nationwide Director of Retail, said: “Digital exclusion remains one of the most pressing challenges facing society today and for many, the inability to access the internet safely can lead to financial disadvantage.
“We launched Digital Lessons in July – providing face-to-face support in our branches for customers who may need some extra help or reassurance to get online. We’re committed to continuing this support, helping more customers build the confidence and skills to thrive in a digital world.”
The seven key risks of digital exclusion are: Fraud and scams: A staggering £2.3 billion is lost annually, with those not online being the most vulnerable as they miss out on online alerts or fail to recognise fraudulent tactics.
Isolation: There’s an indirect link between lower digital skills and loneliness due to its association with social isolation.
Mental health: According to Ofcom, individuals who are offline are twice as likely to report low wellbeing and dissatisfaction with life.
Financial exclusion: Households lacking digital skills lose up to a whopping £744 a year as they’re unable to compare deals or open online-only accounts.
Employment barriers: Those without digital skills are five times more likely to be unemployed. Over half (52%) of working-age adults can’t complete all essential digital tasks.
Lost savings on goods and services: Offline consumers miss out on online-only discounts, struggle to compare tariffs or track spending easily. Which? estimates that the “digital divide” costs some households hundreds of pounds annually on utilities, insurance and travel.
Communication challenges: Without digital tools like video calls, messaging, email, people lose touch with family, friends and community services. Age UK reports that one in six over-65s never go online, exacerbating loneliness.
Feedback from the Digital Lessons shows positive results, including:
- More than 562 events have taken place across the UK
- Since the lessons began in July, over 3000 customers have received support
- 100 per cent of attendees reported feeling more confident after their session
- Average digital knowledge scores have increased from 6.28 to 8.98 out of 10
- 86% of participants would recommend the session to others
- The content was rated 9.4/10 for clarity and relevance
