National Westminster Bank Plc

Financial Ombudsman decision DRN-4443091 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Feb 17deadline 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

Identity checks and access, Support for vulnerable customers

In the Ombudsman’s words

she was locked out of her accountIdentity checks and access

From the very first phone call she told NatWest she was vulnerableSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4443091.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.