Nationwide Building Society

Financial Ombudsman decision DRN-6124352 Upheld

Upheldoutcome, as published by the Ombudsman

£700redress stated in the decision

Tue Apr 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

The third-party raised a scam claim against Mr H and Nationwide debited the £700 from his account. Following a review, Nationwide did not agree to reimburse Mr H with the £700.APP scam refund refused

The complaint was passed to me and I set out my reasoning informally to Nationwide as to why I felt the full £700 should be returned to Mr H. Nationwide continued to disagree and still felt a partial reimbursement of £350 was fair, and questioned whether paying 8% simple interest or £100 compensation was fair considering they felt they had followed their internal process correctly.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6124352.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.