Nationwide Building Society

Financial Ombudsman decision DRN-5587112 Upheld

Upheldoutcome, as published by the Ombudsman

£16,000redress stated in the decision

Thu Jul 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

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Mr S complains that Nationwide Building Society has not refunded the money he lost to a scam.APP scam refund refused

I’ve since written to both parties to explain why I feel that Mr S is entitled to a refund under the section of the Code relating to vulnerability.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5587112.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.