Nationwide Building Society

Financial Ombudsman decision DRN3973439 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Apr 30deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mr D and Ms H are unhappy that Nationwide Building Society took two mortgage payments in quick successionMortgage administration

Mr D has also raised some concerns that Nationwide allowed him to breach his mortgage offer as he was unable to repay all his unsecured lending. But Nationwide did explain to Mr D, during the call on 22 August, that this wouldn’t affect his mortgage. I think they’d have treated him unfairly if they had penalised him. Our investigator has provided Mr D and Ms H with the contact details of the Financial Conduct Authority (FCA). This is because Mr D was unhappy Nationwide hadn’t logged his complaint when he initially complained.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3973439.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.