Nationwide Building Society

Financial Ombudsman decision DRN-5913388 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Mon Jan 05deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

he was addressed by the wrong name – which he is concerned may be a data breach. He said that phone calls were also cut short or cut off.Complaint handling

She then starts to give the number to call, but breaks off – having forgotten, or being uncertain, of which number to quote.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5913388.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.