National Westminster Bank Plc

Financial Ombudsman decision DRN-5167758 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Tue Dec 31deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Mrs M complains that National Westminster Bank Plc (NatWest) has not refunded the money she lost to what she believes was fraud.APP scam refund refused

Mrs M remained unhappy, she says she and Mr M are vulnerable, and that NatWest had a duty to prevent financial harm and so should have taken steps to protect them from what they consider to be fraud.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5167758.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.