National Westminster Bank Plc

Financial Ombudsman decision DRN7045746 Upheld

Upheldoutcome, as published by the Ombudsman

£410redress stated in the decision

Mon Sep 16deadline 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, Complaint handling

In the Ombudsman’s words

NatWest accepted that it had not downgraded Miss F’s account and paid her £410 in compensation.Charges and fees

NatWest should have explained that the compensation included a refund of charges that had been applied to the account as well as pending charges or should have waived the pending charges to avoid this. In other words, I feel that NatWest handled this complaint’s resolution badly.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7045746.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.