National Westminster Bank Plc

Financial Ombudsman decision DRN-3329481 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Mar 24deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

delays in the bank responding to his complaint and not providing its final responseComplaint handling

Mr S wanted to order a new card but was told he couldn’t. He spoke to a manager about this who missed that a card had already been ordered.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3329481.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.