National Westminster Bank Plc

Financial Ombudsman decision DRN0908288 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Feb 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

Mortgage administration, Service failure

In the Ombudsman’s words

failing to respond to Mr C’s letters of June and July 2010 regarding change of interest rate, removal of his spouse from the mortgage and the adding of his unsecured loan to his mortgageMortgage administration

admitted failings in customer serviceService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0908288.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.