Nationwide Building Society

Financial Ombudsman decision DRN-2641959 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Mar 29deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

Nationwide have admitted there was a technical error which led to some of the direct debits being cancelled on their end after the switch completed.Payment delayed or failed

It is evident that when Ms P asked direct questions about the RAF bonus these were initially unanswered or the question was deferred by Nationwide staff.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2641959.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.