Upheld: unfair treatment / failure to provide reasonable adjustments for disability complaint against Nationwide Building Society

Decision detail

Summary

Mr G, who has disabilities preventing him from using a mobile phone and attending branches, was unable to open a savings account with Nationwide because the online application required a mobile phone number. After Nationwide continued suggesting branch visits despite learning of his mobility issues, Mr G brought his complaint to the FOS. The investigator found Nationwide had not acted fairly and recommended £250 compensation and account opening through alternative means. Nationwide subsequently opened an account via webchat and provided an apology and future contact point. The ombudsman upheld the complaint, finding Nationwide's failure to proactively offer accessible alternatives until after FOS involvement constituted a shortfall in service warranting the recommended remedy.

The Ombudsman's reasoning

The ombudsman found that while Nationwide had some alternative methods available (telephone, webchat), it failed to proactively offer these to Mr G after becoming aware of his disability and mobility constraints. The firm only provided the webchat solution after the FOS investigation, demonstrating it would not have done so otherwise. Although the ombudsman could not require Nationwide to change its processes or determine a breach of the Equality Act 2010 (which would require court proceedings), the firm's failure to respond fairly and reasonably to Mr G's circumstances and the considerable effort required to resolve the complaint warranted compensation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website