National Westminster Bank Plc

Financial Ombudsman decision DRN-5524781 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Thu May 29deadline 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

Mr S complains National Westminster Bank Plc (NatWest) provided poor customer service during a series of calls on 23 January 2025, which including being hung-up on by an adviser.Complaint handling

I am satisfied there is evidence to support Mr S received poor customer service by NatWest in these specific circumstancesService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5524781.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.