Not upheld: inadequate support during financial difficulty and vulnerability complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Decision detail

Summary

Mr D complained that NatWest failed to provide appropriate support when his employment ended and his financial circumstances changed, despite being aware of his vulnerabilities including mental health issues and neurodiversity. Mr D sought a temporary interest freeze or promotional rate without credit file impact, but NatWest offered forbearance, breathing space, and other formal arrangements, ultimately applying a three-month interest waiver. The ombudsman found NatWest appropriately recognized Mr D's circumstances, offered suitable support options, and dealt with him fairly, determining that Consumer Duty does not require firms to offer every form of support a customer prefers. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that NatWest appropriately recognized Mr D's vulnerability and circumstances, engaged with him, and offered a range of suitable support options including breathing space, forbearance arrangements, and other longer-term support. While Mr D preferred an interest freeze without credit file impact, the ombudsman determined that Consumer Duty does not require firms to offer every form of support a customer prefers, but rather to ensure support offered is appropriate and the customer is dealt with fairly. The ombudsman considered the three-month interest waiver reasonable short-term support given Mr D's preference to avoid credit file impact. The ombudsman was satisfied NatWest communicated appropriately considering Mr D's vulnerabilities and offered access to specialist support.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website