Nationwide Building Society

Financial Ombudsman decision DRN-3876819 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Tue Feb 14deadline 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

Unauthorised transaction, Service failure

In the Ombudsman’s words

Nationwide blocked a transaction on Mr M’s credit card. It was a genuine transaction, but it was picked up by Nationwide’s security system as being potentially fraudulent.Unauthorised transaction

I think there were communication mistakes which caused problems here.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3876819.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.