National Westminster Bank Plc

Financial Ombudsman decision DRN-3721779 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Nov 11deadline 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

Account closed or refused, Complaint handling

In the Ombudsman’s words

NatWest’s case handler didn’t contact Mrs T as she’d been promised, and several months passed without the application progressing. And, when Mrs T did contact NatWest again in April 2021, she was told the application had been cancelled because the required documents hadn’t been received by NatWest.Account closed or refused

NatWest acknowledged that Mrs T hadn’t received an acceptable standard of service from them in regard to her not being kept informed as to the ongoing status of the application.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3721779.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.