Nationwide Building Society

Financial Ombudsman decision DRN-2178079 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Mar 22deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

Ms R was also unhappy with the complaint handler she subsequently spoke to because when reviewing the original call Ms R made, she had failed to note that Ms R had in fact answered one of the security questions correctly.Complaint handling

Ms R’s complaint about Nationwide Building Society (NBS) relates to a number of issues. First that having checked on the internet to see if a branch was open on a Saturday, she travelled there to find that it was closed. Secondly, that when she called NBS to make a money transfer they were unable to assist her. Thirdly that an adviser I shall call B, and her supervisor were unhelpful and unprofessional, and lastly that NBS’ complaints handler had failed to note an important fact when she replayed a recorded call.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2178079.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.