National Westminster Bank Plc

Financial Ombudsman decision DRN9922441 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress 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

Complaint handling, Service failure

In the Ombudsman’s words

Mr D also says that, when he complained about this, the bank failed properly to address his complaint or to progress it satisfactorily.Complaint handling

NatWest doesn’t dispute that Mr D’s documents were mislaid. It has been unable to explain what happened to the documents after they were handed into the branch.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9922441.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.