National Westminster Bank Plc

Financial Ombudsman decision DRN-4993986 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Feb 05deadline 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

Treatment in financial difficulty, Support for vulnerable customers

In the Ombudsman’s words

I would expect the bank to show forbearance and offer Mrs M assistance, once she has explained her situation.Treatment in financial difficulty

She was very vulnerable at the time the loans were taken out. She was a pensioner, had just lost her part-time employment, was undergoing cancer treatment and dealing with the death of her father.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4993986.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.