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Nationwide Building Society
Financial Ombudsman decision DRN-5409751 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Wed Apr 16deadline 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
Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
Mrs B complains that Nationwide Building Society didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Nationwide credit card.Card dispute or chargeback
Unhappy with Nationwide’s response and it’s handling of the dispute, Mrs B raised a complaint. ... Nationwide took no action in relation to her complaint until January 2024. It’s since apologised for this delay and offered £250 to recognise the distress and inconvenience caused.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5409751.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.