National Westminster Bank Plc

Financial Ombudsman decision DRN-5900864 Not upheld

Not upheldoutcome, as published by the Ombudsman

£5,000redress stated in the decision

Thu Dec 04deadline 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 spoke with Ms L a number of times and gave her conflicting information. NatWest issued a series of letters in which they changed their position in relation to Ms L’s complaint.Complaint handling

there is already an acceptance that the service Ms L received fell below the standards everyone expected.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5900864.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.