National Westminster Bank Plc

Financial Ombudsman decision DRN-4463012 Not upheld

Not upheldoutcome, as published by the Ombudsman

£222redress stated in the decision

Fri Jan 12deadline 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

He told NatWest it had failed to properly deal with his previous scam claim, which led to his gambling habit.Complaint handling

He’s also said the fact his account didn’t go below zero was no reason not to question the extreme and out of character spending and NatWest should have done more to stop him from spending money on gambling.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4463012.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.