Nationwide stands by its disabled customer in refund removals dispute

Home kidney dialysis patient Sandie Bentley hit difficulties over a move date after trying to organise a home swap through her housing association in south  London so she was closer to her family. Believing the exchange was set to happen and anxious to avoid Covid delays she booked with small company FA Removals.

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on [email protected] ++; 

Putting down a £300 deposit, which at its request she claims she paid through bank transfer, a means with no consumer protection, she settled the remaining £900 with her Nationwide credit card.

 After learning the move was off two weeks before the date, Sandie let the company know immediately and asked for a refund. It declined, preferring to hang on to her money and offering her the option of booking another date.

Keen to help its loyal customer Nationwide considered the contract’s fairness and started helping her to dispute the card payment. 

 But Sandie’s heart sank when she heard FA Removals had pushed back ‑ something permitted under the rules. 

“I won’t get my deposit back, but losing the rest will be devastating,” Sandie despaired.

Nationwide was in no doubt however she deserved better and moved quickly to reassure her.

A bank spokesperson said: “We are pleased we have been able to support our member at what has been a very difficult time for her, and one completely out of her control. 

“We will continue to pursue a refund from the removal company to try and recover the loss, as we believe it is the right outcome. We hope by giving her the reassurance that she won’t have to repay the money she has one less thing to worry about.”