National Westminster Bank Plc

Financial Ombudsman decision DRN-2887113 Upheld

Upheldoutcome, as published by the Ombudsman

£572redress stated in the decision

Thu Nov 04deadline 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mr U complains that National Westminster Bank Plc (“NatWest”) refused to investigate his claims of fraud on his debit card and failed to refund a series of transactions he didn’t recognise.Unauthorised transaction

NatWest told Mr U they couldn’t investigate the disputed transactions because the fraud team didn’t accept emails and their policy was to only deal with people using the phone.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2887113.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.