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An update on this. Nationwide refused my complaint again. I referred it to the ombudsman who within two weeks has got them to pay me the £250 cashback plus £25 compensation (which I didn't ask for).
Nationwide claim the issue was due to my being created as two customers in their system and it was incorrect in this instance to refuse my complaint.
I received a cheque a couple of days later and the case is now closed.0
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