Nationwide Building Society

Financial Ombudsman decision DRN2704167 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Mon Sep 10deadline 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, Mortgage administration

In the Ombudsman’s words

I do not uphold their complaint that they shouldn’t have had to pay the balance which was outstanding on their mortgage when it came to the end of the term in October 2017.Charges and fees

I uphold the complaint that Nationwide failed to give Mr and Mrs R a clear explanation in February 2017 that it wouldn’t be recalculating their payments, and why.Mortgage administration

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2704167.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.