Nationwide hides 38,000 abusive payment messages as banks are urged to do more on economic abuse

More than 38,000 potentially abusive messages hidden from people's bank statements in six months: that is the first measure of a simple feature Nationwide introduced to protect customers facing domestic and economic abuse. The building society, which has branches across Birmingham, says it was the first major high-street banking provider to let customers hide payment references from specific senders while still receiving the money, Birmingham Live reports.

When a payment becomes a message

Abusers sometimes use the reference field on a bank transfer to send threatening, controlling or upsetting messages, often attached to tiny payments, knowing they will appear in their victim's banking app. Since May, Nationwide customers have been able to hide those references from a particular sender while continuing to receive any money they are owed, such as child maintenance.

Kathryn Townsend, head of customer vulnerability at Nationwide, said: "Inclusive banking is about giving people the confidence, independence and control to manage their money safely. Sometimes relatively simple changes can make a real difference, whether that's allowing someone experiencing abuse to hide distressing payment references or giving a customer a more accessible and easy way to communicate."

Discreet help online

In late September, Nationwide also launched Online Safe Spaces, giving people discreet digital access to specialist information and support on domestic and economic abuse. It includes a quick-exit function that instantly wipes the browser history, so someone whose phone or computer is being monitored can look for help more safely.

In its first month, Online Safe Spaces received 2,893 visits, and 645 people went on to find out how to contact Nationwide for further help.

A push for the whole industry

Nationwide is now backing a wider drive for more inclusive banking through the UK Finance Inclusive Design Challenge. "The UK Finance Inclusive Design Challenge is an opportunity for the industry to come together, share best practice so that we can tackle financial exclusion at pace," said Ms Townsend.

What economic abuse is

Economic abuse is a form of domestic abuse in which one person controls another's money, spending, work or access to resources. It can include taking someone's wages, running up debts in their name, refusing to let them work or, as in this case, using payments themselves as a way to harass. It can leave survivors with damaged credit and debts long after they leave the relationship, which is why banks have an important part to play.

Where to get help

Anyone affected by domestic or economic abuse can contact their bank to ask what support is available, and many banks now have specialist teams. The free, 24-hour National Domestic Abuse Helpline is available on 0808 2000 247. In an emergency, always call 999.

Small design changes in a banking app may not sound like economic news, but for people trying to rebuild their financial independence, they can be the difference between feeling trapped and feeling safe.