National Westminster Bank Plc

Financial Ombudsman decision DRN6822367 Upheld

Upheldoutcome, as published by the Ombudsman

£650redress stated in the decision

—deadline 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, Complaint handling

In the Ombudsman’s words

It has a responsibility to treat borrowers who are in financial difficulty – as Mrs G says she is – positively and sympathetically.Treatment in financial difficulty

NatWest has acknowledged this and I am pleased it has agreed to pay Mrs G the significantly increased amount of compensation proposed by the adjudicator. I believe this is an appropriate response to the various failures in service Mrs G has suffered.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6822367.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.