National Westminster Bank Plc

Financial Ombudsman decision DRN3379883 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

—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

APP scam refund refused, Identity checks and access

In the Ombudsman’s words

A fraudster tried to ‘take over’ Ms K’s accounts with NatWest. They were partly successful and transferred money between her accounts.APP scam refund refused

Ms K was also upset that NatWest required her to visit a branch with photo ID before allowing access her account.Identity checks and access

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3379883.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.