Upheld: service failure / inadequate disclosure of information / safeguarding failure complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY
Financial Ombudsman decision DRN-6270991 of 2026-04-28T00:00:00+00:00. service failure / inadequate disclosure of information / safeguarding failure complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY. Outcome: Upheld.
Decision detail
| Reference | DRN-6270991 |
|---|---|
| Decision date | 2026-04-28T00:00:00+00:00 |
| Firm | NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY |
| Product | current account |
| Claim type | service failure / inadequate disclosure of information / safeguarding failure |
| Outcome | Upheld |
| Remedy | Direct NatWest to pay Mr C a further £250 compensation (in addition to £500 already paid), for a total of £750 compensation for distress and inconvenience caused by the service failure. |
Summary
Mr C complained that NatWest failed to adequately inform him that updating his address on his customer profile would also update the mailing address on his joint account with his ex-partner, despite his explicit request that his whereabouts not be disclosed to her. When a debit card was sent to his ex-partner at his new address, Mr C became concerned for his safety, particularly given his history of domestic abuse. NatWest acknowledged the error, paid £500 compensation, and offered remedial options including closing the account or updating the mailing address. The ombudsman upheld the complaint and directed NatWest to pay a further £250 (total £750), finding this fair compensation for the distress caused, though declining Mr C's request for additional compensation for relocation costs and mental health impact, as no actual harm had occurred and remedial options were available.
The Ombudsman's reasoning
The ombudsman acknowledged NatWest's error in failing to clearly explain the joint account mailing address procedures and the distress caused to Mr C. However, the ombudsman found that no actual harm occurred (ex-partner did not gain access to address or harm Mr C), and NatWest provided multiple remedial options that Mr C could have pursued without ex-partner consent (updating mailing address, closing account, or return to branch marker). The ombudsman determined that £750 total compensation was fair and proportionate for the distress and inconvenience caused, and that further uplift was not warranted as the role of the ombudsman is not to punish but to provide fair compensation.
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