National Westminster Bank Plc

Financial Ombudsman decision DRN7722866 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Jul 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

Mortgage administration, Service failure

In the Ombudsman’s words

kept the deeds to their property for three months after their mortgage was paid in fullMortgage administration

NatWest agreed its customer service hadn’t been good enough as it’s normal to return deeds within 4-6 weeksService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN7722866.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.