National Westminster Bank Plc

Financial Ombudsman decision DRN-3616551 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Aug 26deadline 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr B complains that he paid off his mortgage with National Westminster Bank Plc but the payment was mislaid between NatWest, the mortgage provider, and his own bankMortgage administration

NatWest should have provided a better service than this and I recognise its failure to do so would have caused Mr B significant stress and inconvenience over a period of weeks.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3616551.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.