National Westminster Bank Plc

Financial Ombudsman decision DRN-4104726 Not upheld

Not upheldoutcome, as published by the Ombudsman

£75redress stated in the decision

Tue Jun 13deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

NatWest accepts it made a mistake during the first telephone call and has apologised. It says it corrected the mistake shortly after making it and accepts it didn’t log Miss P’s complaint as it should.Complaint handling

NatWest made a number of mistakes by providing Miss P with incorrect information about her account balance, putting her through to a disconnected telephone line and not logging her complaint appropriately.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4104726.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.