National Westminster Bank Plc

Financial Ombudsman decision DRN-3802634 Upheld

Upheldoutcome, as published by the Ombudsman

£942redress stated in the decision

Fri Jan 27deadline 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

Mr B complains that National Westminster Bank Plc allowed payments he hadn’t authorised to debit his account.Unauthorised transaction

NatWest accepts that the time Mr B had spent on the phone about this dispute was excessive and that branch staff hadn’t dealt with him in the correct manner.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3802634.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.