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National Westminster Bank Plc

Financial Ombudsman decision DRN-5012501 Not upheld

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

Identity checks and access

In the Ombudsman’s words

NatWest let Mr I know that on 10 February 2024 it received a phone call from a third party who said they were Mr I; security questions were asked and some correct answers were given; however, its security process was not correctly applied and regrettably the caller was then told, during the call, what the balance of Mr I’s account was.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5012501.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.