National Westminster Bank Plc

Financial Ombudsman decision DRN-5039002 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jan 08deadline 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, Complaint handling

In the Ombudsman’s words

Miss S has complained that National Westminster Bank Plc (NatWest) won’t refund the money she lost after falling victim to a scam.APP scam refund refused

Finally, I do understand that Miss S faced some customer service issues when she reported the matter to NatWest. For example, she spent a lot of time on hold, wasn’t called back as promised, and the matter wasn’t logged at first.Complaint handling

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-5039002.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.