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National Westminster Home Loans Limited

Financial Ombudsman decision DRN0003547 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

Product mis-sold, Service failure

In the Ombudsman’s words

Mr and Mrs K complain that National Westminster Home Loans Limited (‘NatWest’) mis-sold them an offset mortgageProduct mis-sold

there is evidence of its poor telephone and written communications to Mr and Mrs K when they attempted to make contact over their mortgage and their financial difficulties.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0003547.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.