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NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Financial Ombudsman decision DRN-6325441 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

the two subsequent letters were for the most part, exact copies of the original setting out the same wording and the same response, not addressing Mr F’s subsequent queriesComplaint handling

failed to intervene or offer support when he had been spending considerable amounts on gamblingSupport for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6325441.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.