Nationwide Building Society

Financial Ombudsman decision DRN8599248 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

—deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

The society has provided copies of contact notes for the period 2006 – 2008. I accept that these provide an accurate record of its dealings with Ms T at the time. The notes show that in May 2006 a repayment plan was discussed.Treatment in financial difficulty

It seems that the society’s response to her complaint went astray. It was only after she followed up the complaint in September 2013 that she received a copy of its responseComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8599248.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.