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National Westminster Bank Plc
Group: NatWest Group
Companies House NF002362, incorporated February 1981 — this company is closed-on.
This company is closed-on at Companies House. The decisions below still stand as a record of what was decided, but the business behind them may no longer be trading, and any current customers may now be dealt with by a different entity.
5,986banking decisions
20.3%uphold rate
4,769not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 5,986 | 20.3% |
| Payment protection insurance | 577 | 33.8% |
| Investments and pensions | 204 | 41.7% |
| Insurance (excluding PPI) | 34 | 17.6% |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Product mis-sold | 972 | 71 | 7.3% |
| Complaint handling | 823 | 262 | 31.8% |
| Account closed or refused | 803 | 214 | 26.7% |
| Service failure | 799 | 303 | 37.9% |
| Charges and fees | 611 | 146 | 23.9% |
| APP scam refund refused | 538 | 74 | 13.8% |
| Credit file reporting | 522 | 151 | 28.9% |
| Unauthorised transaction | 475 | 60 | 12.6% |
| Mortgage administration | 451 | 132 | 29.3% |
| Treatment in financial difficulty | 428 | 104 | 24.3% |
| Irresponsible lending | 350 | 76 | 21.7% |
| Payment delayed or failed | 345 | 96 | 27.8% |
| Funds blocked or frozen | 338 | 127 | 37.6% |
| Card dispute or chargeback | 261 | 28 | 10.7% |
| Interest and rates | 194 | 48 | 24.7% |
| Support for vulnerable customers | 177 | 48 | 27.1% |
| Identity checks and access | 123 | 34 | 27.6% |
| Data and privacy | 91 | 22 | 24.2% |
| Bereavement and power of attorney | 55 | 16 | 29.1% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 65.8% | 80,269 | 83,548 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 74.1% | 73,336 | 71,002 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 76.6% | 63,588 | 64,307 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 77.4% | 61,365 | 61,586 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 76.6% | 65,063 | 63,328 | — |
| FCA | 2021-H2 2021-07-01 to 2021-12-31 | 68.0% | 67,404 | 73,197 | — |
| FCA | 2021-H1 01-01-2021 to 30-06-2021 | 66.8% | 85,950 | 83,370 | — |
| FCA | 2020-H2 01-07-2020 to 31-12-2020 | 65.4% | 85,133 | 88,890 | — |
| FOS | 2024-H2 | 37.0% | — | — | 2,673 |
| FOS | 2024-H1 | 41.0% | — | — | 2,817 |
| FOS | 2023-H2 | 41.0% | — | — | 2,744 |
| FOS | 2023-H1 | 43.8% | — | — | 2,873 |
| FOS | 2022-H2 | 41.6% | — | — | 2,561 |
| FOS | 2022-H1 | 37.8% | — | — | 2,345 |
| FOS | 2021-H2 | 41.5% | — | — | 2,521 |
| FOS | 2021-H1 | 41.0% | — | — | 3,293 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 13 Dec 2021 | £264,772,620 | For 3 offences of failing to comply with the Money Laundering Regulations 2007. Note: This is not a fine that will appear in the FCA’s statutory accounts as it is not levied by, or paid to, the FCA. |
Context
Open Banking API availability
Mean of the unweighted figure across endpoint categories, as published by Open Banking. Unweighted takes the worst endpoint per day, so it reflects what a customer hits rather than a volume-weighted average that healthy endpoints can carry.
2026-07: 99.99%
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.