Nationwide Building Society

Financial Ombudsman decision DRN-6254842 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Apr 24deadline 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

Charges and fees, Support for vulnerable customers

In the Ombudsman’s words

Re-work Mr W’s account from September 2021 until February 2022 so that all interest, fees and charges applied to it on overdrawn balances above £250 are removedCharges and fees

Mr W complains that Nationwide Building Society (“Nationwide”) failed to support him as a vulnerable customerSupport for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6254842.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.