Nationwide Building Society

Financial Ombudsman decision DRN1787845 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

—deadline 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

Product mis-sold, Complaint handling

In the Ombudsman’s words

Miss W complains that Nationwide Building Society mis-sold her a mortgage because it led her to believe that she would receive cash back once it had completed.Product mis-sold

Overall, I find that Nationwide has made errors which led Miss W to expect she would receive the cash back and it has provided an inadequate customer service.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1787845.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.