National Westminster Bank Plc

Financial Ombudsman decision DRN-4923969 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Sep 13deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Mrs S complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam.APP scam refund refused

Mrs S did not agree with the findings and felt she had done what she could to protect herself, and she highlighted her vulnerabilities which she felt made her more susceptible to the scam.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4923969.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.