National Westminster Bank Plc

Financial Ombudsman decision DRN-3746154 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Wed Oct 05deadline 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

transactions she says she didn’t make or otherwise authoriseUnauthorised transaction

some of their staff were unnecessarily impolite and unhelpfulComplaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3746154.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.