National Westminster Bank Plc

Financial Ombudsman decision DRN0414194 Upheld

Upheldoutcome, as published by the Ombudsman

£40redress stated in the decision

Wed Oct 21deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

He complains that the call was not necessary, because NatWest already knew where he lived. It had been sending bank statements to his address.Support for vulnerable customers

Due to an error – it has not been possible to find out exactly why – NatWest mistakenly sent a letter addressed to Mr S at his previous address in 2013.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0414194.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.