Nationwide Building Society

Financial Ombudsman decision DRN9101939 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Dec 22deadline 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

Product mis-sold, Service failure

In the Ombudsman’s words

Mr T complains that Nationwide Building Society (‘Nationwide’) failed to advise him as to the overpayment and borrow back facility on his mortgage.Product mis-sold

The problem seems to have arisen because on his two visits to his Nationwide branch Mr T met with customer account managers who could only advise on savings and investments, whereas it was only a mortgage consultant who could advise on mortgage products.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9101939.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.