Nationwide Building Society

Financial Ombudsman decision DRN2834232 Not upheld

Not upheldoutcome, as published by the Ombudsman

£100redress 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Nationwide could have attempted to charge back the transactions. However at the point Mr and Mrs C first told Nationwide about them it was already too late to start that process under the relevant Visa rulesCard dispute or chargeback

I am satisfied that Nationwide has not made an error in relation to the 3% credit card surcharges as it was the holiday club and not Nationwide that applied them. Nationwide has offered to pay Mr and Mrs C £100 in recognition of the number of calls they had to make and for incorrectly referring their concerns to the wrong department.Complaint handling

Rules cited

Consumer Credit Act 1974, FCA DISP (Dispute Resolution)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2834232.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.