National Westminster Bank Plc

Financial Ombudsman decision DRN-5382054 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Tue Apr 22deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

NatWest previously paid £100 to Ms L for not raising her complaint when they first should have doneComplaint handling

NatWest have treated Ms L unfairly by not clearly communicating exactly what had happened regarding her request to her, but instead incorrectly stated that they had not declined Ms L’s requestService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5382054.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.