National Westminster Bank Plc

Financial Ombudsman decision DRN8346856 Not upheld

Not upheldoutcome, as published by the Ombudsman

£500redress 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

Mr C complains that National Westminster Bank Plc (NatWest) provided him with poor service when he was trying to set up payment plans for his current and loan accounts.Treatment in financial difficulty

The bank has accepted that it has made mistakes. My role is not to punish the bank but where a mistake has been made to make sure that the customer is put back in the same position he would have been in had the mistake not been made and, where appropriate, to award compensation.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8346856.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.