Not upheld: service failure - call disconnection and failure to call back complaint against Nationwide Building Society

Decision detail

Summary

Mr S complained that Nationwide Building Society disconnected a call with him on 1 December 2025 and failed to call him back. Nationwide acknowledged it should have attempted to call Mr S back but explained the agent received another call immediately afterwards. The ombudsman found that while Nationwide could have followed up later, the impact was limited because Mr S successfully called back and continued his discussion. The ombudsman did not uphold the complaint, finding Nationwide's offer to reimburse the cost of the second call to be fair and reasonable resolution for the minimal distress and inconvenience caused.

The Ombudsman's reasoning

The ombudsman found that regardless of who was responsible for the disconnection, Nationwide could have followed up by calling Mr S back later or making other arrangements. However, the ombudsman concluded that the impact was limited because Mr S was able to call back and continue discussing the issues at length. The inconvenience was limited to the frustration of having a call disconnected and needing to call back. The ombudsman considered Nationwide's offer to reimburse the cost of the second call to be fair compensation for the minimal distress and inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website