National Westminster Bank Plc

Financial Ombudsman decision DRN-2864971 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Jul 23deadline 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

Account closed or refused, Service failure

In the Ombudsman’s words

NatWest’s branch manager has provided a statement explaining he wanted to ensure Ms M returned with the correct identification so asked her what documents were available. And Ms M has told us that she took a wrong turn when trying to find the exit which led to the branch manager telling her to go a different way. Whilst I can see matters were strained, I don’t think NatWest acted unfairly by asking Ms M to return with identification.Account closed or refused

Ms M also complains about the service NatWest provided when she attended the branch and that it decided to close her account.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2864971.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.