National Westminster Bank Plc

Financial Ombudsman decision DRN-4264275 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Sep 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

NatWest accepted it had made mistakes. The initial request to recover the payment hadn’t been completed correctly. And this wasn’t corrected until 14 June 2022.Payment delayed or failed

it’s clear that there was a lack of understanding by NatWest members of staff about the nature of the query and what had already been offered in a letter.Service failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4264275.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.