National Westminster Bank Plc

Financial Ombudsman decision DRN-2401965 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Oct 25deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Ms E complains that National Westminster Bank Plc (“NatWest”) hasn’t done enough to help her when she notified it of difficulties she was expecting to have making repayments to her mortgage.Mortgage administration

She said she felt NatWest hadn’t been helpful or offered any reasonable solution to help her at a time where she was vulnerable and had made it aware she was expecting to struggle with repayments.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2401965.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.