National Westminster Bank Plc

Financial Ombudsman decision DRN3193445 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Mon Aug 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

it hadn’t followed the right process when her account was in arrearsTreatment in financial difficulty

NatWest has made a number of mistakes here. I agree with her that it shouldn’t have sold the debt to a third party once the IVA ended and it shouldn’t have later sent her letters requesting payments.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3193445.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.