National Westminster Bank Plc

Financial Ombudsman decision DRN-3972599 Not upheld

Not upheldoutcome, as published by the Ombudsman

£30redress stated in the decision

Fri Mar 17deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Mrs B complains that National Westminster Bank Plc (‘NatWest’) misled her as to the impact that Covid repayment plans would have upon her personal loan.Treatment in financial difficulty

NatWest says that its communications with Mrs B around the financial support and plans it was offering and providing were likely unclear.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3972599.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.