National Westminster Bank Plc

Financial Ombudsman decision DRN-3899936 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Mon Feb 13deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mr H complains that when he asked National Westminster Bank Plc if he could have additional lending on his mortgage, it indicated he could.Mortgage administration

NatWest said it didn’t have a recording of the call its representative had with Mr H, where the mortgage was discussed.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3899936.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.