National Westminster Bank Plc

Financial Ombudsman decision DRN5834585 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Aug 11deadline 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

Funds blocked or frozen, Service failure

In the Ombudsman’s words

NatWest carried out its usual fraud checks and were not satisfied it was legitimate. The bank’s security and fraud department therefore placed a block on the payment.Funds blocked or frozen

I consider that this was inadequate in order to provide Mrs M with a reasonable service. I also see that the bank acknowledged that there is evidence that Mrs M made multiple telephone calls to NatWest and there is no evidence that these calls were returned.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5834585.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.