Nationwide Building Society

Financial Ombudsman decision DRN-4566404 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Mar 29deadline 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, Service failure

In the Ombudsman’s words

Nationwide’s complaint handler never replied to her message on 24 February 2023.Complaint handling

The complaints team have, without doubt, made several errors here as well. They’ve referred to the deputy branch manager as the branch manager, texted Mrs L’s husband when they shouldn’t have – and sent the response to Mrs L’s husband’s email address despite saying they’d only be able to send it to her.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4566404.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.