Nationwide Building Society

Financial Ombudsman decision DRN2333101 Not upheld

Not upheldoutcome, as published by the Ombudsman

£25redress stated in the decision

Wed Oct 26deadline 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, Service failure

In the Ombudsman’s words

Mrs O complains that Nationwide Building Society were unhelpful when she tried to reverse a payment made to her account by mistake and dealt with her unfairly when she complained.Complaint handling

Mrs O was told that she’d need to leave her passbook overnight if she wanted to make the CHAPS payment... they didn’t tell her she’d need to do this before she got to the branch and she wasted her time.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2333101.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.