National Westminster Bank Plc

Financial Ombudsman decision DRN-4862915 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Oct 15deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Miss C said she was currently experiencing financial difficulties and mental health issues which made repayment of the loan an undue burden.Support for vulnerable customers

NWB has said that there were insufficient funds in Miss C’s account to repay the loan because she’d moved the loan monies into another account on 14 October 2022. Miss C has said that she wasn’t made aware that she couldn’t move the funds and says that she had sufficient funds in her other account which NWB could’ve collected to settle the loan. I haven’t seen any evidence that NWB specifically advised Miss C to leave the funds in the same account when she cancelled the loan. So, I don’t think Miss C can be criticised for moving the funds to another account. In any event, the argument about whether or not there were sufficient funds in Miss C’s account between 18 October 2022 and 17 November 2022 is, in my opinion, irrelevant, because its accepted by NWB that it didn’t make any attempt to retrieve the funds during this time.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4862915.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.