National Westminster Bank Plc

Financial Ombudsman decision DRN-3846325 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Wed Jan 04deadline 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

Miss C complains that National Westminster Bank Plc won’t refund a disputed payment made from her current account.Unauthorised transaction

the poor service Miss C had received on the phone when she first reported the payment merited some compensationComplaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3846325.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.