National Westminster Bank Plc

Financial Ombudsman decision DRN-6210429 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed 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, Support for vulnerable customers

In the Ombudsman’s words

NatWest sent its final response outside the eight-week timeframe it had to handle a complaint, by almost two weeks.Complaint handling

Mr W has disabilities, and accessibility needs which makes phone calls challenging, and NatWest were aware of this.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6210429.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.