Not upheld: unauthorized account opening and disputed transactions / identity theft claim complaint against National Westminster Bank Public Limited Company

Decision detail

Summary

Ms L complained that NatWest opened two credit card accounts in her name without authorization and that she did not authorize the transactions on these accounts, including balance transfers. NatWest provided evidence of account opening including copies of Ms L's passport, selfies, and live video verification. The ombudsman found that the strength of this verification evidence, combined with Ms L's address change request in April 2025 and the connection of transactions to other accounts in her name, demonstrated on the balance of probabilities that Ms L opened the accounts and authorized the transactions. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities test and found the evidence of account opening conclusive. The passport copies, selfies, and video verification demonstrated the applications were not made by an unknown third party. The fact that Ms L changed her address in April 2025 indicated she was aware of the accounts. The prolonged nature of transactions and their connection to other accounts in Ms L's name, combined with confirmation from retailer Q that deliveries were made to her home address, satisfied the ombudsman that Ms L authorized the transactions. While acknowledging Ms L's medical conditions, the ombudsman concluded they did not change the factual findings.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website