National Westminster Bank Plc

Financial Ombudsman decision DRN4953814 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, Complaint handling

In the Ombudsman’s words

complain that National Westminster Bank Plc (‘NatWest’) won’t refund an international transfer they made to purchase a car, after realising they had been victims of a scam.APP scam refund refused

NatWest was unable to recover all of the calls – particularly the one where Miss M said she had been told they would receive a full refund – but accepted that overall, it had provided poor customer service.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4953814.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.