National Westminster Bank Plc

Financial Ombudsman decision DRN1485552 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Sat Dec 28deadline 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Miss W complains about the poor service she received from National Westminster Bank Plc when she reported fraudulent transactions on her account.APP scam refund refused

NatWest should have done better here. Miss W doesn’t seem to have been told about the procedure and timescales for the fraud investigation; on two separate occasions she was wrongly told that her claim had been accepted when it hadn’t; and twice she was told her complaint had been closed, when it should have still have been being investigated.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1485552.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.