National Westminster Bank Plc

Financial Ombudsman decision DRN7351101 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Feb 14deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

NatWest looked into this. Mr F wanted it to trace and listen to all the calls so it could get the fullest possible picture of what he’d experienced. NatWest explained it could not find all the calls.Complaint handling

NatWest has been able to provide recordings of some, but not all, of the calls.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7351101.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.