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Nationwide Building Society

Financial Ombudsman decision DRN5557228 Not upheld

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

Bereavement and power of attorney, Service failure

In the Ombudsman’s words

When her mother died, Mrs Q asked Nationwide to remove her mother’s name from the account. Instead, it treated Mrs Q as the deceased and removed her name from all the accounts she held with it.Bereavement and power of attorney

It was then slow to rectify the position, and sent a number of replacement cards and chequebooks with incorrect names.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5557228.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.