Nationwide Building Society

Financial Ombudsman decision DRN-5888490 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Feb 25deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

the card details the banking app asked Mr W to use to verify his identity before he could proceed to undertake the balance transfersIdentity checks and access

Mr W complained to Nationwide. He said he wasn’t happy that when asked by the app to verify his identity using the card reader it gave him two options neither of which matched either the debit card he was holding or his new credit card.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5888490.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.