National Westminster Bank Plc

Financial Ombudsman decision DRN6363723 Upheld

Upheldoutcome, as published by the Ombudsman

£918redress stated in the decision

Fri Mar 20deadline 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

Mortgage administration, Complaint handling

In the Ombudsman’s words

Mr D complains that National Westminster Bank Plc told him he would only have to pay an early repayment charge (ERC) of 1% of his mortgage balance if he repaid it, then that no ERC would be payable. But the bank is now asking him to pay an ERC of 3% of the balance.Mortgage administration

He said, in summary, that this could have been sorted out sooner if the bank had dealt with his complaint more quickly.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6363723.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.