Nationwide Building Society

Financial Ombudsman decision DRN-4502344 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Thu Mar 07deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I’m satisfied that Mr A falls under this heading. I say this because a glance at his Nationwide statements since 2021 shows regular gambling (for considerable financial amounts) taking place online. Customers who gamble and find it difficult to stop are classified as vulnerable customers.Support for vulnerable customers

I reviewed what happened when Mr A called Nationwide in May 2023. I’m aware Nationwide has given Mr A £25 in compensation, but I believe this is inadequate for the impact their lack of action had on him.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4502344.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.