Not upheld: arrears management, incorrect information provision, home visit fee application complaint against Nationwide Building Society
Financial Ombudsman decision DRN-6172563 of 2026-05-11T00:00:00+00:00. arrears management, incorrect information provision, home visit fee application complaint against Nationwide Building Society. Outcome: Not upheld.
Decision detail
| Reference | DRN-6172563 |
|---|---|
| Decision date | 2026-05-11T00:00:00+00:00 |
| Firm | Nationwide Building Society |
| Product | mortgage |
| Claim type | arrears management, incorrect information provision, home visit fee application |
| Outcome | Not upheld |
| Remedy | Nationwide Building Society should pay £150 to Mr I (unless already paid) for the upset and inconvenience caused by the incorrect information about the home visit fee and whether further payment arrangements would be agreed. |
Summary
Mr I complained about how Nationwide Building Society handled his joint mortgage account after it fell into arrears, specifically regarding payment arrangements offered to the joint account holder, conflicting information about legal action, and an unexpected home visit fee. The ombudsman found that while Nationwide was entitled to attempt payment arrangements before resorting to possession, it made errors in communicating about the home visit fee and its intentions regarding further arrangements. The ombudsman upheld Nationwide's offer of £150 compensation for the upset caused by these communication errors but rejected the broader complaint that Nationwide should have taken possession of the property, as possession is a last resort for lenders.
The Ombudsman's reasoning
The ombudsman found that while Nationwide made errors in providing incorrect information to Ms M, it was not unfair for Nationwide to attempt payment arrangements with the joint account holder as a solution before resorting to possession. The ombudsman noted that possession is a last resort for lenders and that Nationwide was entitled to try to get the mortgage back on track. However, Nationwide should have given clear and correct information about the home visit fee and its intentions regarding further arrangements. The ombudsman could not require Nationwide to take possession or find it should have done so without first attempting to reach a solution with the account holders.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Nationwide Building Society, all decisions | 13,251 | 21% |
Source
Read the original decision on the Financial Ombudsman Service website