Not upheld: Account administration errors complaint against Nationwide Building Society

Decision detail

Summary

Mr S complained that Nationwide Building Society mishandled his credit card account after he became unemployed in January 2025. In August 2025, NBS agreed to provide 30 days of breathing space, but Mr S felt NBS broke its promises and sent increasingly threatening letters. The ombudsman reviewed the call recording and found that NBS clearly explained the breathing space terms, including that interest would continue and letters would be sent. The ombudsman found the subsequent communications were appropriately worded and compliant with the Consumer Credit Act 1974, and the Default Notice was legitimately issued. The complaint was not upheld and no compensation was awarded.

The Ombudsman's reasoning

The ombudsman reviewed the August 2025 call recording and found that NBS clearly explained the breathing space terms, including that interest would accrue and letters would continue. The ombudsman found the subsequent letters were appropriately worded and compliant with the Consumer Credit Act 1974. The Default Notice was legitimately issued given the account was more than four months in arrears. Most of Mr S's calls related to other accounts, not the credit card in question.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website