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National Westminster Bank Plc
Financial Ombudsman decision DRN-3907320 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Apr 12deadline 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
APP scam refund refused, Support for vulnerable customers
In the Ombudsman’s words
Mr C2 complains that National Westminster Bank (NatWest) didn’t do enough to protect his father (Mr C1) and prevent him losing a significant amount of money to scammers.APP scam refund refused
Much has been said about Mr C1’s mental capacity and I note Mr C2’s references to the Mental Capacity Act 2005 and the Equality Act 2010.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3907320.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.