National Westminster Bank Plc

Financial Ombudsman decision DRN-4515877 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Tue Dec 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Miss H complains that National Westminster Bank Plc treated her unfairly when she reported making a payment to someone she now believes defrauded her.APP scam refund refused

She thought NatWest hadn’t done enough at the time of the payment and she didn’t think it had treated her appropriately afterwards, including when she’d raised her complaint.Complaint handling

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4515877.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.