National Westminster Bank Plc

Financial Ombudsman decision DRN2595221 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Thu Apr 26deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

he was asked lots of personal questions about where the money came from and what he would be spending it onIdentity checks and access

NatWest didn’t log his complaint properly when he complained about the wrong amount being paid into his accountComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2595221.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.