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National Westminster Bank Plc
Financial Ombudsman decision DRN-3893239 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Tue Feb 07deadline 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
Payment delayed or failed, Support for vulnerable customers
In the Ombudsman’s words
Mrs F – as executor of the late Mrs G’s estate, complains that National Westminster Bank Plc (NatWest) delayed Mrs G’s request to transfer funds to an investment company.Payment delayed or failed
On becoming aware of the late Mrs G’s vulnerabilities, I would’ve expected the call handler to have acted in line with NatWest’s vulnerable consumer policySupport for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3893239.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.