National Westminster Bank Plc

Financial Ombudsman decision DRN0453730 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£110redress stated in the decision

Tue Aug 12deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Lenders are required to treat customers in financial difficulties sympathetically, and NatWest tried to reach workable arrangementsTreatment in financial difficulty

NatWest has acknowledged that it failed to send the statement Ms R requested in a timely fashion and that it failed to deal with her concerns.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0453730.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.