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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Financial Ombudsman decision DRN-5146528 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

APP scam refund refused, Support for vulnerable customers

In the Ombudsman’s words

Ms A has complained that her bank, National Westminster Bank Public Limited Company (NatWest), has refused to refund all the money she lost when she fell victim to a scam.APP scam refund refused

Ms A has said that she was vulnerable at the time and that she had been under financial stress due to the large car finance payment which had left her account in January 2024.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement), PSR APP reimbursement requirement

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5146528.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.