National Westminster Bank Plc

Financial Ombudsman decision DRN-4546812 Upheld

Upheldoutcome, as published by the Ombudsman

£8,456redress stated in the decision

Fri Feb 09deadline 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

Card dispute or chargeback, Support for vulnerable customers

In the Ombudsman’s words

NatWest refused to raise chargebacks against two gambling merchants.Card dispute or chargeback

NatWest should have done more to support her after she told them in October 2020 that she was vulnerable.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4546812.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.