National Westminster Bank Plc

Financial Ombudsman decision DRN-2890860 Upheld

Upheldoutcome, as published by the Ombudsman

£154redress stated in the decision

Wed Aug 18deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

ask for interest and charges to be frozen until his position improvedTreatment in financial difficulty

failed to be supportive when he told it about his financial difficulties and poor mental healthSupport for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2890860.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.