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National Westminster Bank Plc

Financial Ombudsman decision DRN-2047405 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Treatment in financial difficulty, Mortgage administration

In the Ombudsman’s words

Mr and Mrs F complain that National Westminster Bank Plc (“NatWest”) declined their request for a new interest rate deal on their mortgage. More broadly, Mr and Mrs F say that errors by the bank have caused them financial difficulty, and that it’s not done enough to help them during this time.Treatment in financial difficulty

Mrs F didn’t think NatWest’s valuation of the property was correct. She and Mr F had recently had valuation reports carried out that showed a much higher value. But they were told that to challenge the bank’s figure, they’d need to request (and pay for) a new valuation to be carried out. That would cost around £1,500.Mortgage administration

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2047405.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.