National Westminster Bank Plc

Financial Ombudsman decision DRN1305051 Not upheld

Not upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

—deadline 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

the hire company did not follow the correct procedures and the bank failed to act appropriately when Miss E reported that problemUnauthorised transaction

NatWest then handled the complaint poorly, so the matter dragged on for yearsComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1305051.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.