Nationwide Building Society

Financial Ombudsman decision DRN-6348487 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Thu Jul 09deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Mrs K had explained her vulnerabilities and stated she may raise her voice because of her hearing impairmentSupport for vulnerable customers

I require Nationwide Building Society to pay Mrs K a total of £200 compensation for the distress and inconvenience it caused herService failure

Rules cited

FCA Consumer Duty (PRIN 2A), Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6348487.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.