National Westminster Bank Plc

Financial Ombudsman decision DRN9986929 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jun 29deadline 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

Identity checks and access, Service failure

In the Ombudsman’s words

NatWest would have needed to be satisfied about Mrs A’s identity before ordering a new card for her.Identity checks and access

Mrs A complains about the poor service she received at National Westminster Bank Plc (“NatWest”) when she tried to renew her expired card.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9986929.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.