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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Financial Ombudsman decision DRN-5372354 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

told her in error that a previous complaint she had made about her mortgage had been reactivated, which meant that her switch to a new fixed rate was delayedMortgage administration

UB accepted that its agent told Ms C on 18 August 2022 that her complaint had been reactivated... It says that this was based on the agent looking at the earlier note from 11 August 2022, which was in fact information that Ms C had provided. However, it accepted that this was incorrect information.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5372354.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.