We use technology that collects and retrieves information from your computer, smartphone or tablet’s browser when you visit and use our digital services (such as our websites and emails). They can be cookies, or similar technologies such as pixels, tags or web beacons. As this technology is widely known as cookies, that’s how we’ll refer to them in this policy.

Some of these cookies are necessary to make an online service work, but for others we need your consent before we can collect information. If you decide to consent to these optional cookies, you can change your settings at any time.

This page explains how, why and when we use cookies on our digital services and across the Nationwide Group. The Nationwide Group includes Nationwide Covered Bonds LLP, The Mortgage Works (UK), E-Mex Home Funding Ltd, Derbyshire Home Loans Ltd and Home Proposition Ltd.

In this policy, when we say ‘The Mortgage Works’, 'the Nationwide Group ‘we’, ‘us’ or ‘our’, we mean the area of the business that is placing the cookie and using its data.

On this page

What are cookies?

Cookies are small pieces of information contained within the pages on our websites and emails. They are placed on your computer, smartphone or tablet.

There are different types of cookies:

  • Session cookie – these are set to collect and send information to us for the length of time your browser is open on our website or app.
  • Persistent cookie – these stay on your device for longer to help us identify your device in the future and allow a user’s actions to be remembered. They each have their own timeframe for staying on your device.
  • First party cookie – these are placed on your device directly by the Nationwide Group.
  • Third party cookie – these are placed by a third party, such as an ad network, social media platform or search engine. It may result in additional cookies being set by that third party for their purposes.

Cookies and the data they collect

Depending on the digital service you are using and whether we have the permission to do so, we will use cookies to collect and retrieve the following:

  • Unique values so that our digital services know they are talking to your device
  • The time and date a device has used our websites, the content you viewed and how you reached us (via a search engine, for example)
  • The type of device you are using (such as a tablet or a computer)
  • The brand of device or browser (such as Apple, Android, Safari, Edge)
  • Inputs made and values submitted
  • General geographical location that people access from (such as city or town)
  • Your settings for our site
  • Identifiers such as Mortgage Number, Application Number, Device ID or IP Address that may allow the information collected to be linked to an individual

Where cookies collect information, which may be used to identify you, it will be used in accordance with our privacy policy.

Be assured that none of our cookies will collect or store any secure information about you (such as your password or memorable data).

How do we use cookies?

The Nationwide Group has 4 main categories of cookies:

  • Essential cookies
  • Customisation cookies
  • User experience cookies
  • Targeting and marketing cookies

We explain more about these in the following sections.

Essential cookies

These are the cookies which make our websites work and keep you safe by:

  • Keeping your browsing sessions private
  • Making your time on our digital services run smoothly and securely
  • Letting us know whether cookies will work on your device
  • Ensuring we apply your preferences consistently

Although our privacy preferences centre won’t allow you to stop these cookies, your browser may. If your browser settings prevent these cookies, we can't guarantee or predict how our websites will perform during your visit. Without them, you won't be able to use any secure parts of the websites. We may also use these cookies to understand whether you intended to access our digital services if you clicked on a link from a partner website.

Customisation cookies

These cookies help personalise your experience by:

  • Managing when our online surveys are presented
  • Customising how we display information online, based on what we learn about our users and their experience.

We use Adobe and LivePerson to support us with these activities. While these trusted third parties place and store the cookie on your device, they work like first party cookies. The information collected on behalf of the Nationwide Group is only used by us. Some of the cookies are persistent cookies. The information collected from these cookies is retained and used for 2 years. After this time, it is securely deleted.

User experience cookies

These cookies help us to gain insight and improve how we do things by:

  • Understanding how our users engage with our digital services (for example, how you move through our website pages) and what technology they use (for example, people using their phone or a computer)
  • Measuring and understanding the performance of our digital services and their content to continuously make improvements
  • Testing different versions of our digital services with different user groups to understand which is more favourable
  • Linking interactions online with activity via our other channels (such as telephone) to ensure we make the user’s online experience easier
  • Analysing individual and aggregated browsing actions and patterns (such as links that are clicked on) to better understand our users
  • Informing our digital strategy
  • Completing activities required as part of our terms and conditions with our trusted partners (such as paying our partners for content they have displayed on our behalf, based on actions taken on our digital services).

We use Adobe and Decibel Insight to support us with these activities. While these trusted third parties place and store the cookie on your device, they work like first party cookies. The information collected on behalf of the Nationwide Group is only used by us. Some of the cookies are persistent cookies. The information collected from these cookies is retained and used for up 2 years. After this time, it is securely deleted.

Targeting and marketing cookies

These cookies help us target our advertising and tailor our marketing both online and via other channels, so it is as relevant and helpful as possible by:

  • Sharing or highlighting specific content to you on our digital services
  • Displaying the nationwide Group adverts on other companies’ digital services based on the content you have viewed on our digital services
  • Ensuring you are shown our marketing at an appropriate time
  • Informing our marketing strategy by understanding how you interact with our online adverts

We use the trusted third parties in the following table. They deliver online advertising services by analysing the information collected to ensure the adverts we display on digital platforms are relevant to you and other users who may engage with our marketing in similar ways.

They do this by collecting details of when you viewed our website content after seeing one of our online adverts, or using information about the products and services you have taken out with us or shown interest in when browsing our digital services.

Third Party Details of how user’s information is used and how they can opt out (including Doubleclick) How Google uses cookies in advertising
Google Ad Preferences
Adobe (including EverestTech and Demdex) Adobe Privacy Policy
Adobe Privacy Choices

You can also turn off targeting and marketing cookies from a wide range of specific companies by visiting Your Online Choices.

Just so you know, if you choose for us not to use targeting and marketing cookies, you may still see our adverts on social media, search engines and other websites, we just won’t have used cookies to tailor them to you.

Setting your cookie preferences

You can manage your cookie settings at any time.

Most web browsers also allow some control of most cookies through the browser settings.

Find out how to manage cookies on popular browsers:

You can also choose to:


The Nationwide Group adds cookies to the emails that we send. These help us to understand whether an email has been delivered and opened, and whether you clicked on any of the links in it.

We do this so we can gain insight and improve our communications. It also supports us in evidencing compliance with Financial Conduct Authority (FCA) requirements when we need to send you mandatory communications about your account or our service.

You may be able to prevent these cookies either through your web browser or email provider.