National Westminster Bank Plc

Financial Ombudsman decision DRN-4009112 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Apr 05deadline 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

I would, however, expect the bank to provide Mr I with appropriate forbearance and support on becoming aware of the difficulties he’s experiencing.Treatment in financial difficulty

It is, therefore, only a matter of compensating Mr I for the impact of NatWest’s error in failing to respond to his correspondence.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4009112.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.