National Westminster Bank Plc

Financial Ombudsman decision DRN-4380247 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Tue Oct 31deadline 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, Support for vulnerable customers

In the Ombudsman’s words

NatWest should pay Miss T £200 compensation in recognition of its faiure to offer her support when she first contacted the bank in August 2020.Complaint handling

It can be extremely difficult for consumer with vulnerabilities, especially those relating to compulsive spending, to contact their banks and ask for help.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4380247.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.