Not upheld: poor customer service and failure to provide clear information complaint against National Westminster Bank Public Limited Company
Financial Ombudsman decision DRN-6266374 of 2026-05-13T00:00:00+00:00. poor customer service and failure to provide clear information complaint against National Westminster Bank Public Limited Company. Outcome: Not upheld.
Decision detail
| Reference | DRN-6266374 |
|---|---|
| Decision date | 2026-05-13T00:00:00+00:00 |
| Firm | National Westminster Bank Public Limited Company |
| Product | investment/shares |
| Claim type | poor customer service and failure to provide clear information |
| Outcome | Not upheld |
| Remedy | £100 compensation to be paid by NatWest to the estate of the late Mr T to acknowledge distress and inconvenience caused by poor customer service |
Summary
Mrs T, as executor of the late Mr T's estate (who died in 1996), complained to NatWest after discovering historic share certificates and seeking information about them. NatWest acknowledged its customer service was poor, apologising and offering £100 compensation for not clearly explaining that its stockbroking business had been sold and directing her to the appropriate successor entities. The ombudsman found NatWest took reasonable steps within its involvement and that the £100 compensation fairly resolved the service failings, as responsibility for the shares had transferred to TSB/Lloyds and their registrar Equiniti.
The Ombudsman's reasoning
The ombudsman found that while NatWest's customer service fell below expected standards by not providing clear guidance sooner about the transfer of its stockbroking business, the bank took reasonable steps within its involvement to identify where records transferred. NatWest no longer retained responsibility for the shares themselves and the relevant entities were TSB/Lloyds and Equiniti. The £100 compensation offered by NatWest fairly resolved the service failings identified.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Westminster Bank Public Limited Company, all decisions | 1,179 | 14% |
Source
Read the original decision on the Financial Ombudsman Service website