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National Westminster Bank Plc
Financial Ombudsman decision DRN-3456527 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jun 28deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
did not do enough to protect her from falling victim to a scamAPP scam refund refused
NatWest agreed it had not provided the level of service it’d expect and apologised for thisComplaint handling
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3456527.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.