Nationwide Building Society

Financial Ombudsman decision DRN-5161711 Upheld

Upheldoutcome, as published by the Ombudsman

£50redress stated in the decision

Thu Dec 19deadline 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

When Mr M contacted Nationwide on the 25 June it was clear he was in a vulnerable position and was asking for help as he was struggling to control his gambling.Support for vulnerable customers

I think this was an error on the part of Nationwide and the agent should have been clearer about the status of the block before ending the chat with Mr M.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5161711.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.