Nationwide Building Society

Financial Ombudsman decision DRN-4798389 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Wed Sep 18deadline 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, Complaint handling

In the Ombudsman’s words

I think it more likely than not that Miss E wasn’t responsible for the transactions she’s disputed, so they are considered unauthorised in respect of the PSRs.Unauthorised transaction

Nationwide’s updates have been confusing and contradictory, and I can see why Miss E was left distressed about whether she was going to keep the temporary refunds.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4798389.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.