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Nationwide Building Society

Financial Ombudsman decision DRN6810504 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

Mr F complains that Nationwide Building Society failed to carry out instructions submitted by his wife prior to her death.Bereavement and power of attorney

I therefore find that Nationwide could have done more to explain its procedures, and what steps were required, so as to mitigate the risk that Mr F would be put to the trouble of obtaining probate.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6810504.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.