National Westminster Bank Plc

Financial Ombudsman decision DRN4961892 Not upheld

Not upheldoutcome, as published by the Ombudsman

£20redress stated in the decision

Mon Nov 14deadline 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

The bank didn’t take her direct debit when it should have done, then took it four days later insteadPayment delayed or failed

NatWest explained that it had taken direct debits centrally on 19 April for all its affected customers, to make sure loans were paid for April. The bank agreed communication could have been betterComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4961892.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.