Nationwide Building Society

Financial Ombudsman decision DRN-3027527 Upheld

Upheldoutcome, as published by the Ombudsman

£750redress stated in the decision

Tue Oct 26deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I’m conscious that Ms S had a disability which I think Nationwide was aware of because its internal notes suggest that Ms S had mentioned to it that she had issues with mobility in the past.Support for vulnerable customers

I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint.Service failure

Rules cited

Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3027527.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.