National Westminster Bank Plc

Financial Ombudsman decision DRN-5147809 Upheld

Upheldoutcome, as published by the Ombudsman

£700redress stated in the decision

Tue Dec 24deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

Mr A would need to upload identity documents via NatWest’s portalIdentity checks and access

Mr A and Miss B learned that the complaint that Mr A had previously raised hadn’t been recorded, and so wasn’t being investigatedComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5147809.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.