Firms › Nationwide Building Society ›

Nationwide Building Society

Financial Ombudsman decision DRN-3497432 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

APP scam refund refused, Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Miss A is unhappy that Nationwide Building Society (Nationwide) blocked her account after she raised a fraud claim.APP scam refund refused

They explained her accounts were restricted following her call with them on 17 May 2021, which they say was confirmed in a follow up email, and that Miss A’s current account was available for her to use.Complaint handling

Miss A says she wasn’t aware of the block being placed on her accounts until her card was declined and says being unable to access her funds caused her distress and negatively impacted her mental well-being.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3497432.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.