National Westminster Bank Plc

Financial Ombudsman decision DRN6657502 Upheld

Upheldoutcome, as published by the Ombudsman

£1,800redress stated in the decision

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

Charges and fees, Service failure

In the Ombudsman’s words

I’ve also looked at what A was paying as a service charge for their accounts. £10 was charged per month on each account. I’m satisfied it looks as if A was paying for a service that it wasn’t really getting. I think it’s right NatWest refunds this monthly charge.Charges and fees

There’s no dispute there’s been a catalogue of errors on A’s accounts. These have included delays in sorting out professional registration; cheque books arriving late and online banking problems – including the bank losing A’s list of who money was going to.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6657502.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.