National Westminster Bank Plc

Financial Ombudsman decision DRN4661627 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

—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

Card dispute or chargeback, Service failure

In the Ombudsman’s words

Mr W complains about the way National Westminster Bank Plc (“NatWest”) handled his chargeback request.Card dispute or chargeback

NatWest did not explain this to Mr W at the outset and that instead it asked him for unnecessary information, as well as giving him inaccurate information about the way the chargeback process worked.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4661627.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.