Nationwide Building Society

Financial Ombudsman decision DRN-5911715 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Feb 19deadline 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

Mr M contacted NBS in late September 2025 as he wanted to enquire about the status of a Bankers Automated Clearing Service (Bacs) payment he was expecting into his account.Payment delayed or failed

Mr M firstly complains about the automated system at the beginning of the calls, which he said took several minutes to navigate through and didn’t work correctly.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5911715.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.