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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY
Financial Ombudsman decision DRN-5830655 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Tue Oct 21deadline 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
Card dispute or chargeback, Support for vulnerable customers
In the Ombudsman’s words
Mr O’s son has mostly represented him in his complaint. However for ease, I have mostly referred to Mr O throughout this decision. At the end of 2022 Mr O noticed transactions being made on his NatWest credit card to a specific merchant (who I’ll call U). He complained these hadn’t been made by him.Card dispute or chargeback
As Mr O was registered disabled, he considered this inappropriate. He felt NatWest hadn’t taken any account of his personal situation under their consumer duty obligations.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5830655.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.