National Westminster Bank Plc

Financial Ombudsman decision DRN8307645 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

—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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

where a customer is experiencing financial difficulties, I simply remind NatWest that it has a duty to treat Ms H positively and sympathetically when recovering the debtSupport for vulnerable customers

NatWest hadn’t given Ms H clear information in November 2013Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8307645.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.