National Westminster Bank Plc

Financial Ombudsman decision DRN-2278700 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Wed Jan 13deadline 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

Funds blocked or frozen, Identity checks and access

In the Ombudsman’s words

Miss G complains that her National Westminster Bank Plc (“NatWest”) debit card kept getting stopped as it had been reported as lost or stolen.Funds blocked or frozen

NatWest says that it is unable to provide any further information as to who tried to access Miss G’s account as it cannot locate call recordings if it doesn’t know the number which was used to report the cards lost or stolen.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2278700.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.