National Westminster Bank Plc

Financial Ombudsman decision DRN-2088910 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Mar 12deadline to accept (not the decision date)

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

Mortgage administration, Service failure

In the Ombudsman’s words

Mrs A has complained to National Westminster Bank Plc (“NatWest”) about a joint mortgage with her ex-husband (“Mr A”). She is unhappy that NatWest allowed a mortgage repayment holiday without her consent.Mortgage administration

I do however, think that NatWest’s communication about the change could have been better. I feel it ought to have informed Mrs A of the position, without her having to call and unexpectedly find out for herself.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2088910.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.