National Westminster Bank Plc

Financial Ombudsman decision DRN4680925 Not upheld

Not upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Mon Jul 17deadline 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, Support for vulnerable customers

In the Ombudsman’s words

The Financial Conduct Authority has rules which explain how banks should treat customers where there are signs of possible financial difficulties in repaying debt.Treatment in financial difficulty

But I think it should have been more aware of her potential vulnerability - and not simply relied on Mrs B to tell it.Support for vulnerable customers

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4680925.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.