National Westminster Bank Plc

Financial Ombudsman decision DRN9865868 Not upheld

Not upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Tue Mar 15deadline 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

Mr and Mrs T complain about the way National Westminster Bank Plc (“NatWest”) handled their mortgage account when it fell into arrears.Mortgage administration

NatWest agreed B hadn’t responded to all the queries in e-mails Mr and Mrs T sent B. NatWest told Mr and Mrs T it considered customer service to be of paramount importance and offered sincere apologies that they were unhappy with the service they’d received from its instructed third party.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9865868.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.