Ending your Nationwide FlexPlus membership made easy

What is Nationwide FlexPlus?

Nationwide FlexPlus is a premium packaged current account offered by Nationwide Building Society, one of the UK's largest mutual financial institutions. Unlike basic current accounts that typically come free of charge, FlexPlus is a paid account that bundles various insurance products and benefits together with your everyday banking services. It's designed for customers who want comprehensive cover and additional perks rolled into one monthly fee.

The account has been around for years and remains one of Nationwide's flagship products. What makes it distinctive is the combination of travel insurance, mobile phone insurance, breakdown cover, and other benefits that would otherwise need to be purchased separately. For some customers, this bundling represents excellent value. For others, particularly those who don't use all the included benefits, it can feel like paying for services they don't need.

Most importantly, FlexPlus isn't just about insurance. Account holders also get access to preferential rates on overdrafts, exclusive savings rates, and priority customer service. The account operates as a fully functional current account with all standard features including direct debits, standing orders, contactless debit card, and online banking access.

Keep in mind that Nationwide regularly reviews the benefits package and pricing, so what's included today might differ slightly from what was offered when you first opened your account. This is actually one reason why some customers decide to cancel - the benefits they originally signed up for have changed over time, making the account less suitable for their needs.

Plans, features and pricing

Nationwide FlexPlus operates on a straightforward monthly subscription model. As of current information, the account costs £13 per month, which works out to £156 annually. This fee is automatically debited from your account each month, and you'll need to maintain the account in credit to avoid additional charges.

Core benefits included

The FlexPlus package includes several key benefits that distinguish it from standard current accounts. First and foremost is the worldwide family travel insurance, which covers you, your partner, and dependent children for multiple trips throughout the year. This is often the headline benefit that attracts customers initially, particularly those who travel frequently for business or leisure.

Additionally, the account includes mobile phone insurance covering theft, loss, and accidental damage. The policy typically covers phones up to a certain value with a modest excess payment required when making claims. Breakdown cover is another significant inclusion, providing roadside assistance, recovery, and onward travel arrangements across the UK and Europe.

The account also features purchase protection insurance, which extends the manufacturer's warranty on items bought with your Nationwide debit card. There's also commission-free travel money when you order online and collect in branch, which frequent travellers find particularly valuable.

Comparison with standard accounts

Who benefits most from FlexPlus

The account works best for customers who actively use multiple benefits. If you travel abroad several times per year, own a newer smartphone, and drive regularly, the combined value of purchasing these insurances separately would likely exceed £13 monthly. However, if you rarely travel, don't own a car, or already have comprehensive insurance through other providers, you're essentially paying for benefits you won't use.

Keep in mind that all insurance benefits come with terms, conditions, and exclusions. The travel insurance, for instance, has age limits and won't cover pre-existing medical conditions without declaration. The mobile phone insurance requires you to have purchased the phone within a certain timeframe and has claim limits. Most importantly, if you're not eligible to claim on these insurances due to your circumstances, the account offers poor value.

Terms of service and cancellation policy

Understanding Nationwide's terms and conditions is crucial before initiating cancellation. The FlexPlus account operates under Nationwide Building Society's standard current account terms, with additional terms specific to the packaged benefits. These documents, typically running to dozens of pages, outline your rights and responsibilities as an account holder.

Notice period requirements

Nationwide doesn't typically require lengthy notice periods for downgrading or closing FlexPlus accounts. You can generally cancel the packaged benefits and revert to a free FlexAccount without notice, though you'll want written confirmation of when the change takes effect. If you're closing the account entirely rather than downgrading, Nationwide reserves the right to require reasonable notice, though in practice this is usually immediate or within a few days.

First, check whether you have any arranged overdraft or outstanding direct debits. Cancelling an account with active commitments creates complications. Additionally, if you've recently made insurance claims on your FlexPlus benefits, Nationwide may review the timing of your cancellation request, particularly if it appears you're cancelling immediately after receiving a payout.

Refund entitlements

The monthly £13 fee is charged in advance at the start of each billing period. If you cancel mid-month, you may be entitled to a pro-rata refund for unused days, though Nationwide's policy on this varies. Some customers report receiving partial refunds, whilst others have been told the fee is non-refundable once charged. This inconsistency is frustrating and represents another reason to cancel via post with clear documentation.

Most importantly, if you were mis-sold the account or weren't eligible for the insurance benefits due to pre-existing conditions, age, or other factors, you might be entitled to a full refund of fees paid over several years. This is separate from standard cancellation and requires a formal complaint, potentially involving the Financial Ombudsman Service if Nationwide doesn't respond satisfactorily.

Legal protections under UK law

As a financial services product, FlexPlus is regulated by the Financial Conduct Authority. You have statutory rights that Nationwide must respect, including the right to cancel without penalty and the right to clear information about fees and charges. The Consumer Rights Act 2015 provides additional protections, particularly regarding unfair terms in consumer contracts.

Keep in mind that Nationwide must treat customers fairly under FCA principles. If you're experiencing financial difficulty, they should work with you to find solutions rather than simply continuing to charge fees. If you're vulnerable due to health conditions, age, or other circumstances, you're entitled to additional support, and cancellation requests should be handled with particular care.

Why cancelling by post is the most reliable method

After processing thousands of banking cancellations, I can tell you that postal cancellation, particularly via Recorded Delivery, remains the gold standard for terminating packaged bank accounts. Whilst Nationwide offers telephone and branch-based cancellation options, these methods lack the documentary evidence that protects you if disputes arise later.

The documentation advantage

When you cancel by post using Recorded Delivery, you create an irrefutable paper trail. You have proof of exactly what you requested, when you sent it, and when Nationwide received it. This matters enormously if Nationwide later claims they never received your instruction, or if fees continue to be charged after you thought you'd cancelled. I've seen countless cases where customers cancelled by phone, were told everything was sorted, then discovered months later that nothing had actually been processed.

Additionally, a written letter forces you to be specific about your requirements. Are you downgrading to FlexAccount or closing the account entirely? What date should the cancellation take effect? What should happen to any remaining balance? These details often get muddled in phone conversations but are crystal clear in writing.

Avoiding pressure and confusion

Branch staff and telephone representatives are trained in retention techniques. They'll ask why you're cancelling, offer alternatives, and highlight benefits you might not have considered. For some customers, this is helpful and they discover they can downgrade to a cheaper option. For others, it's frustrating and pressurising, particularly if you've already made your decision.

Most importantly, phone conversations can be misunderstood or misremembered. You might think you've clearly stated you want to cancel immediately, whilst the representative understood you were considering cancellation in the future. Written instructions eliminate this ambiguity entirely.

Regulatory compliance

Financial institutions must keep records of customer instructions for regulatory purposes. A posted letter, especially one sent via Recorded Delivery, creates a formal record that Nationwide must acknowledge and act upon. This triggers their internal compliance procedures, ensuring your request is properly logged and processed through the correct channels.

Cancelling by post - the complete guide

Now let's walk through the postal cancellation process step by step. This method works whether you're downgrading to a free account or closing your Nationwide relationship entirely. First, gather your account details including your full account number, sort code, and the address where you receive statements.

Preparing your cancellation letter

Your letter should be clear, concise, and specific. Start with your full name exactly as it appears on your account, your complete address, and your account number. Date the letter and address it formally to Nationwide Building Society's customer services department.

In the body of the letter, state clearly whether you want to cancel FlexPlus and downgrade to FlexAccount, or whether you're closing the account entirely. Specify the date you want the cancellation to take effect - either immediately or from a future date if you need time to redirect direct debits. Request written confirmation of the cancellation and ask for any refund of fees you believe you're entitled to.

Keep in mind that you should mention any specific circumstances relevant to your cancellation. If you're cancelling because you weren't eligible for the insurance benefits, state this clearly. If you've experienced poor service or haven't been able to cancel through other channels, document this. The more specific you are, the harder it is for Nationwide to ignore or misinterpret your request.

The correct postal address

This is absolutely critical - you must send your cancellation letter to the correct address to ensure it reaches the right department. Based on current information, send your FlexPlus cancellation letter to:

• Nationwide Building Society
• Customer Services
• Nationwide House
• Pipers Way
• Swindon
• SN38 1NW

Double-check this address before posting, as Nationwide may update their correspondence addresses periodically. If you're unsure, you can verify the current customer services postal address on Nationwide's official website or on recent correspondence you've received from them.

Using Recorded Delivery

Never send a cancellation letter via standard post. Always use Royal Mail Recorded Delivery, which currently costs a few pounds but provides tracking and proof of delivery. When you post your letter, you'll receive a receipt with a tracking number. Keep this receipt safe - it's your proof that you sent the letter on a specific date.

Additionally, you can track your letter online using the Royal Mail tracking service. Once Nationwide signs for the letter, you'll have confirmation that they received it. This is invaluable if they later claim no cancellation request was received. Take screenshots of the tracking information showing delivery confirmation.

What to include with your letter

Along with your cancellation letter, include copies (never originals) of relevant documents. This might include a copy of your most recent statement, any previous correspondence about the account, or evidence of attempts to cancel through other channels. If you're claiming mis-selling, include any notes about what you were told when you opened the account.

Most importantly, keep copies of everything you send. Photocopy or photograph your letter and all enclosures before posting. Store these copies with your Recorded Delivery receipt and tracking information. If a dispute arises, you'll need this complete documentation package.

Using Postclic for professional tracked letters

Whilst you can certainly handle postal cancellation yourself, services like Postclic streamline the process significantly. Postclic allows you to send tracked letters digitally without visiting a post office. You compose your letter online, and Postclic prints, envelopes, and posts it via Tracked Delivery on your behalf.

The advantages are substantial. First, you get digital proof of everything - your letter content, the date sent, and delivery confirmation, all stored in your online account. Additionally, Postclic's system ensures professional formatting and correct addressing, eliminating common mistakes that can delay processing. For busy professionals or those with mobility issues, not having to visit a post office is a genuine benefit.

Keep in mind that Postclic isn't free, but the cost is comparable to Recorded Delivery postage plus printing and stationery. What you're really paying for is convenience and the assurance that your letter is properly formatted and tracked. For important financial correspondence like bank account cancellations, this peace of mind is often worth the modest cost.

Following up on your cancellation

After Nationwide receives your letter, allow up to 10 working days for processing. You should receive written acknowledgement, though this doesn't always happen promptly. Check your account online to see if the monthly fee stops being charged. If you requested a downgrade to FlexAccount, verify that the insurance benefits have been removed but the account remains open.

If you don't receive confirmation within two weeks, send a follow-up letter, again via Recorded Delivery. Reference your original letter by date and tracking number, and state that you're following up on your cancellation request. This second letter often prompts action if the first was overlooked or misfiled.

Redirecting direct debits and standing orders

Before closing a current account entirely, you must redirect all direct debits and standing orders to another account. Contact each company you pay via direct debit and provide your new account details. Don't rely on Nationwide to notify them - this is your responsibility, and missed payments can damage your credit rating.

Additionally, ensure your salary or pension is redirected to your new account before closing FlexPlus. Leave a small buffer balance in the account until you're certain all final transactions have cleared. Nothing causes more headaches than a direct debit bouncing because you closed the account prematurely.

Common mistakes to avoid

Over the years, I've seen customers make the same errors repeatedly when cancelling packaged bank accounts. First and most common is assuming a phone call is sufficient. Even if the representative says your cancellation is processed, follow up in writing. Phone cancellations have a disappointing habit of not being actioned, leaving you paying fees for months after you thought you'd cancelled.

Not checking for outstanding transactions

Another frequent mistake is closing the account whilst direct debits or standing orders are still active. This creates a cascade of problems - failed payments, potential fees from the companies you're trying to pay, and damage to your credit file. Always check your recent statements, identify all regular payments, and redirect them before initiating cancellation.

Keep in mind that some annual direct debits might not show up in your recent statements. That insurance payment that only comes out once a year, or the subscription you forgot about - these can cause issues if they attempt to debit a closed account. Review a full 12 months of statements if possible to identify all commitments.

Failing to keep documentation

I cannot stress this enough - keep every piece of paper related to your cancellation. Your letter, the Recorded Delivery receipt, tracking screenshots, any responses from Nationwide, and statements showing when fees stopped. If a dispute arises months later, this documentation is your protection. I've seen customers entitled to refunds of hundreds of pounds who couldn't claim them because they'd thrown away their proof of when they cancelled.

Not specifying the cancellation date

Be explicit about when you want the cancellation to take effect. "Immediately" or "at the end of the current billing period" or a specific date - state it clearly. Vague language like "as soon as possible" leaves room for interpretation and can result in additional fees being charged whilst Nationwide decides what you meant.

Tips from former members

Having spoken with hundreds of former FlexPlus customers, certain themes emerge consistently. Many people opened the account because they were told it would save them money compared to buying insurance separately, only to discover later that they weren't actually eligible for key benefits. If you're over a certain age, have pre-existing medical conditions, or don't meet other criteria, the travel insurance might be worthless to you.

Review your actual usage

Before cancelling, honestly assess whether you're getting value. If you've never claimed on the mobile insurance, don't drive so the breakdown cover is useless, and only travel once a year when you could buy single-trip insurance cheaper, you're wasting money. One former customer told me she'd paid £13 monthly for three years without using a single benefit - that's nearly £500 down the drain.

Additionally, compare the cost of buying insurance components separately. Travel insurance for a couple can be found for £40-60 annually. Mobile insurance might be £6-8 monthly. Breakdown cover from providers like AA or RAC varies but often costs less than £10 monthly. When you add these up, FlexPlus might represent good value, or it might be significantly more expensive than unbundled alternatives.

Consider downgrading rather than closing

Many customers don't realise they can simply downgrade to FlexAccount without closing their Nationwide relationship entirely. This makes sense if you're happy with Nationwide's service but don't want the packaged benefits. You keep your account number, sort code, and online banking access, but stop paying the monthly fee. All your direct debits continue uninterrupted, making the transition seamless.

Most importantly, downgrading preserves your banking history with Nationwide, which can be valuable if you ever need to apply for a mortgage or loan with them. Starting fresh with a new bank means building that relationship from scratch.

Watch out for retention offers

When Nationwide realises you're cancelling, they might offer incentives to stay. A few months of free fees, upgraded benefits, or other perks are common retention tactics. These can be genuinely valuable if they address why you were cancelling in the first place. However, don't be swayed by temporary offers that simply delay the inevitable. If the core account doesn't suit your needs, a three-month discount doesn't change that fundamental mismatch.

Claiming for mis-selling if applicable

Several former FlexPlus customers have successfully claimed refunds for mis-selling. If you were pressured into opening the account, weren't told about eligibility restrictions on insurance benefits, or weren't informed that you could get a free account instead, you might have grounds for complaint. This is separate from standard cancellation and requires a formal complaint letter outlining what happened.

Keep in mind that mis-selling claims can take months to resolve and may ultimately require involvement from the Financial Ombudsman Service. However, successful claims can result in refunds of all fees paid, potentially thousands of pounds for long-standing accounts. If you believe you were mis-sold, don't let cancellation be the end of the matter - pursue compensation you're entitled to.

Timing your cancellation strategically

If possible, cancel just before your next monthly fee is due rather than just after it's been charged. Whilst you might be entitled to a pro-rata refund, getting it requires additional hassle and Nationwide's policies on this aren't always consistent. Timing your cancellation to avoid paying another month's fee in the first place is simpler.

Additionally, if you're switching banks entirely and using the Current Account Switch Service, coordinate your FlexPlus cancellation with the switch timeline. The switching service handles moving direct debits and closing your old account, but you'll still want written confirmation that FlexPlus specifically has been cancelled and any refunds processed.

Final advice from the trenches

The single most valuable piece of advice I can offer is this: don't procrastinate on cancellation if you've decided FlexPlus isn't right for you. Every month you delay is another £13 gone. I've met customers who spent months meaning to cancel but never got around to it, wasting hundreds of pounds in the process. Once you've made the decision, act on it immediately.

Remember that cancelling a packaged bank account isn't a reflection on you or an admission of failure. Financial products should serve your needs, and if FlexPlus no longer does that, cancelling is the sensible response. Banks profit enormously from customer inertia - people who keep paying for things they don't use simply because cancelling feels like effort. Don't be that customer. Take control, cancel properly using the postal method for maximum protection, and redirect that £13 monthly towards something that actually benefits you.