Nationwide’s guidelines left me unable to make use of my energy of legal professional | Nationwide

My mom has dementia and now lives in a care residence, so I’ve an influence of legal professional (POA) to handle her funds.

She had a money Isa with Nationwide Constructing Society which matured in August and, regardless of my efforts, now we have nonetheless not acquired the closure cheque for £15,240. That is my mom’s cash and we want it to pay for her care within the medium time period.

At first, Nationwide wouldn’t converse to me or reply my letters and emails as a result of they stated I wanted to register the POA with their specialist workforce. Nonetheless, they might not do that as a result of the account is closed and there are not any others in her title.

My mom’s publish is redirected to my deal with and I must know if a cheque was issued by Nationwide and, if it was, what has occurred to it. My mom can’t type this out herself.

However like many organisations, Nationwide is troublesome to take care of. They don’t reply letters and emails, take ages to reply the cellphone and don’t publish helpful info on their web site. I’ve raised a proper grievance however are you able to assist?

JT, Cockermouth

You discovered your self in a catch-22 scenario since you couldn’t register your POA with Nationwide as your mom’s solely account with it had been closed. The matter was sophisticated by the constructing society’s use of your mom’s outdated deal with and the mysterious disappearance of the cheque within the publish.

Nationwide says: “Sadly, the ability of legal professional and deal with modifications weren’t actioned alongside the Isa maturity directions. This meant that when the cheque didn’t arrive, our member’s daughter was unable to talk to us to resolve the matter. Now we have now cancelled the unique cheque and despatched the funds on to the daughter’s account. Now we have additionally contacted her to apologise that her expertise fell under our regular excessive requirements and have supplied her £200 compensation, which she has accepted.”

You might be relieved that this drawback is resolved however level out that your mom is one in all many whose affairs are being managed by a relative and complain that Nationwide failed to interact with you. You might be glad to not should take care of them once more and can donate the £200 to charity.

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