Not upheld: CPA cancellation process and customer service complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Mr H complained to NatWest in December 2025 requesting cancellation of a continuous payment authority (CPA) on his credit card account with company B. NatWest initially directed him to contact the company directly or use the dispute process, which Mr H found unsatisfactory as he had already contacted B. NatWest later cancelled the CPA through its technical team and confirmed it would refund any further payments taken after consent withdrawal. The ombudsman found that while the process could have been clearer, NatWest ultimately fulfilled its obligations under the Payment Services Regulation 2017 by cancelling the CPA and guaranteeing refunds for any subsequent payments, and therefore did not uphold the complaint.

The Ombudsman's reasoning

Under the Payment Services Regulation 2017, consumers can withdraw consent for future CPA payments, and banks must prevent further payments once consent is withdrawn. Although NatWest's initial response was not as clear or efficient as it could have been, the bank ultimately acted upon Mr H's instructions by cancelling the CPA through its technical team and confirming it would refund any further payments taken. The ombudsman's role is to determine whether the firm acted unfairly in the circumstances, not to direct how firms should design their systems or processes. Taking everything into account, NatWest ultimately fulfilled its regulatory obligations.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website