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merveleeconsultancy

May 23

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We've got a decision for you

Thank you for speaking to me recently. I'm just writing to confirm some of the things we talked about and to send you our decision in writing.

Our Decision

I'm really sorry that you've raised the following things:-

You've asked why your allowed to visit Brixton Branch shortly after getting a warning letter from us.
You want to know what accounts both you and your husband hold with Nationwide.
The threat of closing your account is clear evidence that Nationwide intends to steal your money.
You're not happy that your photo will be made public on your profile.
You want a written apology and compensation for everything that Nationwide has done to you.

However, I'm afraid I can't agree that we've done anything wrong.

How did we reach our decision?

To reach this decision, I've read all the statements following your visit to our Brixton Branch. You wanted to make a bill payment for £5,000 over the counter but the system required additional ID. As you didn't have this on you at the time the cashier tried to bypass the system, but at that stage you started shouting and yelling at the cashier and also swearing at other customers. Despite the cashier managing to get to the point of making the payment you continued to swear and shout and then left the branch. This left the cashier and other members of staff and customers shocked and upset.

Therefore we were correct in giving you the warning but this didn't mean you couldn't continue to visit branch it just means that if you were to act like this again we would look to close your accounts with us.

You've asked what accounts you hold jointly with your husband, I can confirm that these are; Flexaccount ending 5981; 1.40% 2yr FRB (A) ending 5839; 1% 2yr FRB (A) ending 0613;

If any of your accounts were to be closed we would write to let you know and give you information on how to do a SWITCH OUT to another account or send you a cheque for the balances that remain in your accounts when we close them. As we follow the rules of the Financial Conduct Authority we wouldn't be allowed to steal anyone's money.

An alert on your account is something that's written on your account to tell staff that a warning has been given to you. It's not a photo of any kind so it doesn't breach any laws, legislations, codes of conduct or malpractices.

I'm sorry but we won't be in a position to offer you compensation nor a written apology. Neither are we responsible for how you've been treated in the past by Barclays Bank, Santander, the Police Force or any other criminal cases you've raised.

The £100 Nationwide Fairer Share payment is not compensation towards your complaint but as a result of profits made by Nationwide during the last financial year. As a building society, and not a bank, we can do things a little differently, like share profits with our members. We've given members £100 as part of our ongoing commitment to you all. Members need a current account plus either a savings account or mortgage account to qualify for this payment. As you and your husband have both, this is why you've received this payment if you don't wish to receive it please let us know.

We're here to help

I hope this email explains things clearly.

If you think I've missed anything, you have any questions or you'd like to talk about my decision, please email complaintresolution@nationwide.co.uk or call me on 0161 605 3425 ext 1222. We're here Monday to Friday, 9am - 5pm. You'll just need your reference number, which is NBS7804091.

Your rights

If you're not happy with the decision we've made, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this email.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You'll find all the information you need in this leaflet or at financial-ombudsman.org.uk

How we use your information

We'll hold the information you've given us, and we'll only use it when we're dealing with your complaint. To find out more, please visit nationwide.co.uk/privacy

Yours sincerely,

Jayne Finch

Snr Member Relations Consultant

Member Service & Complaints

0161 605 3425 ext 1222

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