National Westminster Bank Plc

Financial Ombudsman decision DRN-3970495 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Nov 28deadline 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 D’s complaint is about his mortgage account with National Westminster Bank Plc (NatWest). Mr D is unhappy that he was unable to secure a mortgage rate that he had seen in October 2022.Mortgage administration

Mr D is also unhappy at the time taken by NatWest to respond to his complaint. However, complaint-handling isn’t a regulated activity, nor is it ancillary to a regulated activity.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3970495.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.