National Westminster Bank Plc

Financial Ombudsman decision DRN-4120646 Not upheld

Not upheldoutcome, as published by the Ombudsman

£3,530redress stated in the decision

Tue Jul 18deadline 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

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Mr M says his father was vulnerable and fell victim to a number of scams in the years leading up to his death in 2021. He has identified 532 transactions – to over 40 different recipients and totalling more than £800,000 – that took place between March 2013 and November 2020. He thinks NatWest failed in its duty of care to protect his father and should refund the disputed transactions.APP scam refund refused

Mr M has explained, in some detail, his father’s history. He says his father was vulnerable due to various medical conditions and, latterly, because of the isolation caused by the covid pandemic.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), FCA DISP (Dispute Resolution), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4120646.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.