National Westminster Bank Plc

Financial Ombudsman decision DRN-5373069 Not upheld

Not upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Fri Dec 19deadline 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, Complaint handling

In the Ombudsman’s words

Miss K reported to NatWest that she believed these payments had been fraudulently obtained from her. This is something known as an Authorised Push Payment Scam (APP Scam)APP scam refund refused

Turning to the concerns Miss K has raised about how NatWest handled her claimComplaint handling

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5373069.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.