Nationwide Building Society

Financial Ombudsman decision DRN-2727634 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Mon May 24deadline 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

I’m also satisfied that Mr D told Nationwide how important that was and that he didn’t have any money to pay for the moving costs. I can see that Mr D received the money the following day and that Nationwide hasn’t explained to him why.Payment delayed or failed

I would have expected Nationwide to have provided accurate information to Mr D in these circumstances and to have told him if the refund was delayed taking into account how important that money was.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2727634.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.