Not upheld: account restriction, fraud checks, delays in evidence review, incorrect record-keeping complaint against Nationwide Building Society
Financial Ombudsman decision DRN-6322225 of 2026-06-15T00:00:00+00:00. account restriction, fraud checks, delays in evidence review, incorrect record-keeping complaint against Nationwide Building Society. Outcome: Not upheld.
Decision detail
| Reference | DRN-6322225 |
|---|---|
| Decision date | 2026-06-15T00:00:00+00:00 |
| Firm | Nationwide Building Society |
| Product | Current account |
| Claim type | account restriction, fraud checks, delays in evidence review, incorrect record-keeping |
| Outcome | Not upheld |
| Remedy | No further award. Ombudsman recommended that Nationwide clarify directly with Mr and Mrs M whether any adverse internal markers or records need to be corrected. |
Summary
Mr and Mrs M complained that Nationwide Building Society unreasonably restricted their joint account due to cryptocurrency transactions, delayed reviewing their evidence, and recorded information incorrectly. Nationwide restricted the account based on automatic fraud detection but no fraud had occurred. Although Nationwide admitted exceeding its usual review timeframe by one day and making recording errors, it offered £100 compensation. The ombudsman found the restriction was reasonable under the account terms and conditions and that the £100 compensation fairly reflected the impact, declining to uphold the complaint or award additional compensation.
The Ombudsman's reasoning
The ombudsman found that Nationwide's actions were reasonable and in line with its terms and conditions, which permit account restrictions when there are fraud concerns. While Nationwide exceeded its usual timeframe by one day in reviewing the evidence, this delay was relatively minor. The ombudsman accepted that Nationwide took responsibility for its errors, including the misinterpretation of information and the delay. The £100 compensation was considered fair and reasonable compensation for the distress and inconvenience caused. The ombudsman noted that complaint handling is not a regulated activity and therefore could not make findings on that aspect.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Nationwide Building Society, all decisions | 13,251 | 21% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website