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Nationwide Building Society
Financial Ombudsman decision DRN-4412431 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Mar 12deadline 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Mr E is also unhappy regarding the service he received from one of Nationwide’s advisor’s. He says that the advisor failed to understand his vulnerabilities and is unhappy with their attitude and the tone used when talking to him.Complaint handling
failed to make reasonable adjustments for them and feel that it has discriminated against them due to Mr E’s mental health conditionsSupport for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4412431.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.