Firms › Nationwide Building Society ›

Nationwide Building Society

Financial Ombudsman decision DRN-3339940 Partly upheld

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

Unauthorised transaction, Account closed or refused, Funds blocked or frozen, Complaint handling

In the Ombudsman’s words

Miss Z complains Nationwide Building Society (“Nationwide”) is refusing to refund her transactions she didn’t authorise.Unauthorised transaction

And that it blocked and withheld the funds in her account before closing itAccount closed or refused

And that it blocked and withheld the funds in her account before closing itFunds blocked or frozen

Nationwide say it caused a delay over around two and a half months from when it should have released all of Miss Z’s funds to when it didComplaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3339940.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.