Nationwide Building Society

Financial Ombudsman decision DRN-5344998 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Jun 24deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

The essence of the complaint is that Nationwide began possession proceedings, and applied the costs of doing so onto the mortgage debt, after telling him that wasn’t about to happen.Mortgage administration

It’s unfortunate that a staff member misled Mr D about the intention to begin litigation. It clearly shouldn’t have happened, but in all the circumstances, I consider Nationwide made a reasonable offer of £100 compensation for setting Mr D’s expectations falsely.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5344998.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.