National Westminster Bank Plc

Financial Ombudsman decision DRN-3111509 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Nov 12deadline 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

Charges and fees, Complaint handling

In the Ombudsman’s words

did not downgrade her packaged bank account to a fee-free account when she requested for it to beCharges and fees

NatWest accepted that it had failed to downgrade Miss T’s account to a fee-free account when she had requested it to do so in 2014Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3111509.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.