National Westminster Bank Plc

Financial Ombudsman decision DRN5307677 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

Treatment in financial difficulty, Charges and fees, Complaint handling

In the Ombudsman’s words

failed to respond positively and sympathetically to the financial difficulties she is facingTreatment in financial difficulty

refused to refund chargesCharges and fees

NatWest accepts that it did not handle Ms B’s complaint satisfactorily because it sent a response to the wrong address.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5307677.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.