National Westminster Bank Plc

Financial Ombudsman decision DRN-3537950 Upheld

Upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Tue Nov 01deadline 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

Mr and Mrs H complain that National Westminster Bank Plc have told them incorrect information about why they received communications from them after they had made payments to existing payees.Complaint handling

I’m persuaded this reflects the impact on Mr and Mrs H for NatWest giving them either incorrect information or them not being given a full explanation of why they received the text messages/notifications.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3537950.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.