Nationwide Building Society

Financial Ombudsman decision DRN-5766829 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Oct 28deadline 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, Complaint handling

In the Ombudsman’s words

Nationwide has an obligation to protect account holders’ money and this can include declining to complete an instructed transfer if it reasonably believes that an account holder might be falling victim to a scam.APP scam refund refused

I am satisfied that the compensation Nationwide has already paid is broadly fair overall to reflect the extent of its poor service and the impact this had on Mr C.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5766829.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.