Nationwide Building Society

Financial Ombudsman decision DRN6844357 Upheld

Upheldoutcome, as published by the Ombudsman

£3,000redress stated in the decision

Thu Jul 25deadline 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, Service failure

In the Ombudsman’s words

Mrs M has given some additional information about the impact of what happened on her mental health. She’s told us it led to Post Traumatic Stress Disorder (PTSD) which continues to severely impact her life today.Support for vulnerable customers

I agree that the service provided by Nationwide wasn’t good enough and I’m satisfied it could have done more to help when Mr M called.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6844357.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.