Nationwide Building Society

Financial Ombudsman decision DRN-3858453 Upheld

Upheldoutcome, as published by the Ombudsman

£1,391redress stated in the decision

Wed Jan 11deadline 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Miss M complains that Nationwide Building Society (“Nationwide”) didn’t do enough to help her retrieve money she paid to a merchant for items she didn’t receive.Card dispute or chargeback

I have listened to it and Nationwide hadn’t clearly explained the chargeback process to Miss M.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3858453.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.