Nationwide Building Society has launched a new partnership with Shout, the 24/7 text-based mental health charity, giving its customer-facing colleagues a direct way to connect people to immediate, confidential support.
The move comes as part of the society’s broader effort to strengthen in-branch services and improve support for vulnerable customers.
Under the initiative, colleagues who believe someone may be struggling can guide them to text NATION to 85258, triggering a connection within minutes to a trained volunteer, supervised by clinicians.
The service is free and operates day and night – with particular demand between 9pm and 2am, according to Shout.
The launch follows Nationwide’s renewed pledge to Britain’s high streets, including its commitment to keep all 696 Nationwide and Virgin Money branches open until 2030.
The organisation said the partnership complements efforts to improve accessibility for disabled and vulnerable customers, especially those unable or unwilling to speak on the phone.
Staff across the network have also received enhanced training to help them recognise when to signpost the service.
The collaboration lands during Men’s Mental Health Awareness Month and against a backdrop of widening mental health inequality.
National statistics revealed that while women report higher weekly rates of mental health issues, men are significantly less likely to seek support – yet still account for three-quarters of suicides.
Kathryn Townsend, head of customer vulnerability at Nationwide, said: “We know mental health challenges can hit without warning – often alongside financial difficulty.
“For some, talking on the phone feels impossible or is impossible – our partnership with Shout gives our customer-facing teams an additional tool to provide customers with an accessible, safe and confidential way to get help 24/7.
“From keeping every branch open until 2030, offering safe spaces for those experiencing domestic abuse, in-branch Dementia UK clinics and our range of new Easy Read guides, Nationwide continues to strive to make banking fairer, more accessible and more inclusive.”
Francesca Hughes, partnerships manager for Mental Health Innovations, which runs the Shout service, said: “We’re absolutely delighted to be partnering with Nationwide on this exciting initiative.
“Together, we’re using digital innovation to make mental health support more accessible and immediate, helping Nationwide customers and family members look after their wellbeing in a simple and confidential way by texting ‘NATION’ to 85258.
“The service is available 24/7, offering support whenever it’s needed and we know that for many people, those moments often come late at night when worries can feel hardest to manage.
“This partnership ensures no one has to face those moments alone. It represents a shared belief that early, confidential support can make a life-changing difference.”
