National Westminster Bank Plc

Financial Ombudsman decision DRN5869499 Upheld

Upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Nov 27deadline 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

In the Ombudsman’s words

NatWest ought reasonably to have realised that Miss K’s overdraft wasn’t being used as intended by October 2014 at the latest... So NatWest should have stepped in, offered assistance and reviewed Miss K’s overdraft at this stageTreatment in financial difficulty

Miss K has complained about overdraft charges National Westminster Bank Plc (“NatWest”) added to her Select bank account.Charges and fees

Rules cited

FCA CONC (Consumer Credit sourcebook), Consumer Credit Act 1974, CRM Code (APP scam reimbursement), Financial Services and Markets Act 2000

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5869499.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.