Nationwide Building Society

Financial Ombudsman decision DRN4157693 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Oct 03deadline 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

Support for vulnerable customers

In the Ombudsman’s words

Ms B also says that she didn’t receive a copy of the terms and conditions in the post. But as the information about withdrawals had already been presented to Ms B, I don’t think receiving these would’ve made a difference. As the application was made online, I don’t think it unusual practice for the documents not to be sent out. Ms B has said that she feels Nationwide should have a duty of care towards their customers and has provided medical evidence to show she was suffering from mental health issues at the time.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4157693.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.