National Westminster Bank Plc

Financial Ombudsman decision DRN-4751128 Upheld

Upheldoutcome, as published by the Ombudsman

£900redress stated in the decision

Fri May 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mr and Mrs O complain that NatWest gave them misleading information about how the November deferral would operate and omitted important information.Mortgage administration

After reviewing everything again, I agree to some extent with Mr and Mrs O about the way that NatWest has handled this complaint, particularly when it was referred to us.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4751128.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.