Nationwide Building Society

Financial Ombudsman decision DRN8293458 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Aug 15deadline 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

Nationwide Building Society has treated Miss D unfairly and unreasonably by giving her incorrect information and claiming early repayment charges when she paid off part of the mortgage.Mortgage administration

It agreed its staff had given her incorrect information, and that she needed to wait until May 2016 before lump sum payments could be made to reduce the mortgage without an early repayment charge being claimed.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8293458.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.