Private & Confidential Mr Rand Mrs L De Faria 2 Hudson Grove Peterborough PE7OLT Our response to your complaint Dear Mr and Mrs De Faria Thank you for taking the time to contact us about the service you've received from Nationwide. 'm sory you've had to raise a complaint about this. ‘As your mortgage account is held jonty, "ve addressed this letter to both of you However, refer tothe concerns raised by your Solictor. Your concerns | understand you're unhappy as you redeemed your mortgage with the balance requested on your redemption statement, but we've written advising ofa systern error and your Early Repayment Charges (ERC’s) weren't included which has let a shortfall of £356.09, Our findings | can confirm that there was a system error and your redemption statement didn't include the ERC’s payable on your Fixed Rate. ‘As you were still within your Fixed Rate, the ERC’s are payable as detailed in your product Terms and conditions. ‘As youve left your product prior tothe maturity date the ERC’s are payable. This ‘means that you have a shortfall of £356.09 on your mortgage. We are unable to waive the ERC’s as you should've been aware that there were ERC’s to pay on your account. However, | can compensate for the error when we issued the redemption staternent, ‘To make a payment you can give us a call on 01604 853 817 to pay with your debit or credit card, or make a cheque payable to us, please include ‘Nationwide ~ customer name’ on the front, e.g. ‘Nationwide - James Smith’ and quote the ‘mortgage account number on the back. Member Service Nationwide Building Society Opts ‘Wind Hil Business Park Witch Way ‘Swindon SNS GAT hone: 0800545 2023 ‘rtine: wow nationvide.c.k Ref no: NBS72329870e Faria Account no: **6133, 2iuy 209 Your rights We believe we've delivered a fair outcome to your complaint, so please lt us snow if there's anything we've missed, Altematively, ‘you have the right to refer ‘your complaint to the Financial Ombudsman Service, free of charge — but you must do so within six ‘months ofthe date ofthis letter. ve enclosed a copy oftheir leaflet, or you can Vist their website www financial ‘ombudsman ora.uk Ifyou do not refer your complaintin time, the Ombudsman will not have our permission to consider your complaint and so wil ‘oniy be abe todo so in very limited circumstances. For ‘example, ifthe Ombudsman believes thatthe delay was 5 a result of exceptional rcumstances, aleePlease accept my apologies for the level of service you've received. | agree this isn't acceptable and would like to take this opportunity to assure you that your experience isn't reflective of our normal level of service, ‘Nationwide strives to achieve a high level of customer service and it's disappointing to hear that we've been tunable to meet this in your case. Our decision lm light of the above information, I'm upholding your complaint regarding the error on your redemption statement. {mn recognition of the distress and inconvenience caused, I'd lke to compensate you £200.00 for the impact of four errors. ‘As we believe this payment is fair and reasonable, Ive arranged for your account ending 0181 to be credited. it Could take up to 5 working days for this payment to arrive. Retaining this payment won't affect your right to refer your complaint to the Financial Ombudsman Service (FOS). However, we would ask FOS to take the payment into account in its assessment of your complaint. Your information ‘The information you've provided will be held by Nationwide. We'll use it to process your complaint and resolve your concems. For more information please see “How Nationwide uses your information” online at hationwide.co.uk/privacy or in branch. Next steps you've any questions, please give me a call; my contact details are above. Your local branch opening hours can be found at www.nationwide.co.uk. ifm not available, one of my colleagues will be able to help. Yours sincerely Kirsty Howieson Member Relations Consultant Member Service