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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Financial Ombudsman decision DRN-5901164 Not upheld

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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

V’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mrs L’. ... complains that National Westminster Bank Public Limited Company (“NatWest”) acted unfairly in issuing formal demands and defaulting its business account and Bounce Back Loan.Treatment in financial difficulty

Finally, Mrs L has raised concerns about the way NatWest investigated this complaint. However, this service can only consider points of complaint about regulated financial matters, and how a business handles a complaint is not a regulated financial matter, even when the subject matter of that complaint is a regulated financial matter. Put more simply, this service cannot consider a complaint about how a business had handled a complaint.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5901164.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.