Nationwide Building Society

Financial Ombudsman decision DRN-6148261 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Aug 03deadline 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

Card dispute or chargeback, Support for vulnerable customers

In the Ombudsman’s words

NBS also credited Miss B’s account with the value of the transaction to purchase the bag whilst it investigated the matter. The merchant responded it was happy to inspect the bag if Miss B returned it and if the bag had the issues Miss B described, the merchant said it would refund her. Miss B refused to return the bag as she felt she couldn’t risk losing it in transit. So NBS didn’t take the chargeback any further and it re-debited her account of the money it had loaned her.Card dispute or chargeback

So Miss B brought her complaint here noting that due to her vulnerability NBS’ actions had a disproportionate impact upon her.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6148261.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.