Nationwide Building Society

Financial Ombudsman decision DRN-6253440 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Mon Jul 06deadline 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, Support for vulnerable customers

In the Ombudsman’s words

It’s regrettable that NBS made errors here in their responsiveness to Mrs H, and exceeded complaint timescalesComplaint handling

Mrs H complains about failures of Nationwide Building Society (NBS) when she asked for support for a gambling problem.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6253440.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.