National Westminster Bank Plc

Financial Ombudsman decision DRN6804120 Not upheld

Not upheldoutcome, as published by the Ombudsman

£13,000redress stated in the decision

Sun May 03deadline 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

NatWest made a payment for £26,504.44 to the correct bank account at the tax office but did not include a reference number.Payment delayed or failed

I agreed with J that it assumed responsibility for directing the payment. NatWest reasonably knew that this was being paid into a general tax collection account.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6804120.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.