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Nationwide Building Society

Financial Ombudsman decision DRN9080378 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

Mortgage administration, Service failure

In the Ombudsman’s words

complains that Nationwide Building Society didn’t tell them in advance that if Mrs K used the overpayments she’d made on her mortgage, her future payments and mortgage balance would go up.Mortgage administration

Nationwide has admitted that Mr H and Mrs K weren’t warned, when this was agreed over the phone, that using the prior overpayments would mean future monthly payments going up.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9080378.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.