Nationwide Building Society

Financial Ombudsman decision DRN3015169 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Mon Mar 20deadline 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

Identity checks and access, Service failure

In the Ombudsman’s words

Nationwide explained to Mr D that it needed to complete an identity check on customers and that it needed to be satisfied that Mr D had the right to live and work in the UK.Identity checks and access

all parties agree that Nationwide gave Mr D poor service – it took too long to tell him exactly what documents he could send it to support his loan application.Service failure

Rules cited

Money Laundering Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3015169.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.