Not upheld: Account administration errors complaint against Nationwide Building Society
Financial Ombudsman decision DRN-6191745 of 2026-07-01T00:00:00+00:00. Account administration errors complaint against Nationwide Building Society. Outcome: Not upheld.
Decision detail
| Reference | DRN-6191745 |
|---|---|
| Decision date | 2026-07-01T00:00:00+00:00 |
| Firm | Nationwide Building Society |
| Product | Current account |
| Claim type | Account administration errors |
| Outcome | Not upheld |
| Remedy | None. Complaint not upheld. |
Summary
Mr S switched to a Nationwide current account on 26 June 2025 and was eligible for a £200 incentive requiring a debit card transaction within 31 days. Nationwide sent the PIN on 30 June 2025 but Mr S travelled abroad on 14 July 2025 and did not receive it until after his return, by which time the 31-day deadline had passed. The ombudsman found Nationwide sent the PIN on time to the correct address and sent reminder text messages, and that Mr S's failure to qualify was due to his own travel plans, not any error by Nationwide. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that Nationwide sent the PIN on time to the correct address and took reasonable steps to remind Mr S of the incentive requirements. While Mr S was not responsible for the PIN delay, neither was Nationwide. The delay was caused by Mr S travelling abroad on 14 July 2025, which was not Nationwide's responsibility. The terms and conditions were clear and fairly presented. Nationwide fulfilled its obligations under the incentive scheme.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Nationwide Building Society, all decisions | 13,302 | 21% |
| Account administration errors, all decisions | 26,574 | 25% |
| Current account, all decisions | 48,691 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website