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National Westminster Bank Plc

Financial Ombudsman decision DRN-6410011 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Mr C has complained that National Westminster Bank PLC (‘NatWest’) failed to raise chargeback requests on multiple transactions in October 2025.Card dispute or chargeback

It also noted that there is a time bar on chargeback requests on transactions more than 120 days old and therefore a large portion of the transactions Mr C was asking to be refunded would be excluded on that basis. However, it did accept that it had failed to raise the request for him when it said it would and that it was only properly considered when Mr C chased for an update in January 2026. For those delays it apologised and paid Mr C £100 compensation for poor service.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6410011.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.