Nationwide & The Mortgage Works: Real people with real solutions


At Nationwide and The Mortgage Works we’re always looking for ways to improve our support services for you. We recognise the service you provide to our new mortgage members too, and we’ve recently announced that we’ll pay a procuration fee when you complete a rate switch through Nationwide, or a product switch through TMW.

We believe in investing in real people with real solutions, making sure there’s someone on hand to provide you with the right support. So if you need a bit of help, have a question for us or some feedback you’d like to share there are lots of different ways you can get in touch.

Your Nationwide and TMW Business Development Manager

Our Business Development Managers (BDMs) provide support across the UK for Nationwide and TMW. They can give you up to date product information, advice on making applications and guidance on our lending policy and criteria. And our regional BDMs are there to visit you on a regular basis to make sure you’re up to date with improvements to processing and service, as well as useful tips for a positive experience when you’re submitting applications to us.

Broker Chat

Launched over two years ago our online instant messaging service Broker Chat now answers over 10,000 queries each month. We’re seeing a growing number of brokers using this service to get a swift response to criteria questions before placing a case with us.

Our Broker Chat team are here to support you from 9:30am to 6pm on Monday, and 9:00am to 6pm Tuesday to Friday. You can get in touch with one of our experienced advisers using the web addresses below:

TMW broker chat

NFI broker chat

Or if you’d prefer to pick up the phone you can speak to one of our regional Dedicated Broker Support team. Take a look at our website for more details:

You said we did: Updated Nationwide and TMW websites

We’ve listened to your feedback and have recently made some changes to our websites. These include:

  • Hot topics that link to popular criteria, plus we’ve added bookmarks to make it easier for you to find what you’re looking for.
  • We’ve created a Nationwide packaging support guide to help you receive a quicker offer
  • And we offer a variety of TMW guides, including our recently updated ‘Making affordability clearer’ guide
  • We’ve also launched a dedicated new build page you can visit

Your feedback is important to us

Your feedback helps us to continually improve the service we deliver to you. So if you have a suggestion or you’ve received some great service from one of our team who’ve gone above and beyond your expectations please let us know by using our online feedback form:

It only takes a few minutes to complete and means we can keep making improvements based on what you tell us is important to you.