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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY
Group: NatWest Group
Companies House 00929027, incorporated March 1968
721banking decisions
18.0%uphold rate
591not 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 | 721 | 18.0% |
| Investments and pensions | 4 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| APP scam refund refused | 303 | 28 | 9.2% |
| Irresponsible lending | 106 | 23 | 21.7% |
| Complaint handling | 74 | 26 | 35.1% |
| Support for vulnerable customers | 62 | 13 | 21.0% |
| Treatment in financial difficulty | 60 | 10 | 16.7% |
| Card dispute or chargeback | 49 | 7 | 14.3% |
| Account closed or refused | 48 | 5 | 10.4% |
| Credit file reporting | 44 | 15 | 34.1% |
| Service failure | 33 | 14 | 42.4% |
| Unauthorised transaction | 29 | 10 | 34.5% |
| Mortgage administration | 28 | 15 | 53.6% |
| Charges and fees | 27 | 12 | 44.4% |
| Funds blocked or frozen | 26 | 7 | 26.9% |
| Payment delayed or failed | 17 | 8 | 47.1% |
| Product mis-sold | 11 | 2 | 18.2% |
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 | 2025-H2 2025-07-01 to 2025-12-31 | 57.3% | 90,819 | 84,602 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 60.6% | 87,171 | 83,986 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 63.2% | 81,022 | 79,462 | — |
| FOS | 2025-H2 | 30.0% | — | — | 5,612 |
| FOS | 2025-H1 | 32.0% | — | — | 2,833 |
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.