National Westminster Bank Plc

Financial Ombudsman decision DRN-4050546 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Sep 06deadline 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, Service failure

In the Ombudsman’s words

Mr and Mrs C complain they weren’t able to remortgage with National Westminster Bank Plc in September 2022, as NatWest said they couldn’t pay an Early Repayment Charge (“ERC”) to end their current deal without advice, and no advice could be given for over six weeks.Mortgage administration

I do think that, as our investigator suggested, NatWest hadn’t fully appreciated how the problems that it was experiencing in staffing advised mortgage appointments had affected Mr and Mrs C.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4050546.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.