National Westminster Bank Plc

Financial Ombudsman decision DRN3131085 Upheld

Upheldoutcome, as published by the Ombudsman

£70redress stated in the decision

Sun Jan 13deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

refused to refund £200 which was not dispensed from a cash machine but was still debited from her accountPayment delayed or failed

NatWest conceded that its initial customer service and lack of communication had been poorComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3131085.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.