National Westminster Bank Plc

Financial Ombudsman decision DRN-5107894 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jan 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

NatWest processed the transfers for Mrs Y but in error, sent all four payments to the same ISA account with X.Payment delayed or failed

It seems clear that usage of this communication method has not expedited the recall request or the complaint as a whole.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5107894.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.