National Westminster Bank Plc

Financial Ombudsman decision DRN5643774 Upheld

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

Complaint handling, Service failure

In the Ombudsman’s words

Mr T complains that a member of National Westminster Bank Plc’s staff was unhelpful and rude when he went to discuss a letter he had received.Complaint handling

NatWest should have told Mr T that he would need an appointment if he was going to visit a branch to discuss the letter he had received.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5643774.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.