Not upheld: Service failures generally complaint against Nationwide Building Society

Decision detail

Summary

Mr V complained to Nationwide Building Society after requesting a new bank card resulted in his online banking access being blocked for five days (21-26 January 2026). Nationwide mistakenly ordered a new pass number in addition to the replacement card, causing the access restriction. Mr V was frustrated by the adviser's communication during calls and felt the £125 compensation offered was insufficient, seeking £300-£700. The ombudsman found that while the service could have been better, Mr V retained access to his funds through contactless payments and cash withdrawals, Nationwide accepted responsibility and apologised, and the £125 compensation was fair and reasonable for the error and poor service.

The Ombudsman's reasoning

The ombudsman acknowledged Mr V's frustration and that the service could have been better, but found that Nationwide acted appropriately by accepting responsibility, apologising, and paying compensation. Although online banking access was restricted, Mr V retained access to his funds through contactless payments and cash withdrawals. The adviser's tone was strained but not rude, and she provided correct advice and set up the complaint. The £125 compensation was deemed fair for both the error and poor service.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website