Not upheld: service failure - inability to add card to digital wallet platform complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Mrs G complained to NatWest after being unable to add her bank card to a digital wallet platform (X) following the purchase of a new mobile phone in November 2025. NatWest investigated and partially upheld the complaint, awarding £110 in compensation for communication failures but explaining that the card addition failure was due to automated checks they could not control. After further unsuccessful attempts and escalation to NatWest's executive team, Mrs G successfully added her card in February 2026 and brought the complaint to the FOS. The ombudsman found that NatWest had followed its correct procedures and that the automated checks were beyond their control, determining that the £110 compensation was fair and reasonable given Mrs G retained full use of her account throughout the period.

The Ombudsman's reasoning

The ombudsman determined that NatWest followed its correct processes and procedures, and that the root cause of the card not being added to X was attributable to automated checks over which NatWest had no influence or control. While sympathising with Mrs G's frustration, the ombudsman found that NatWest could not have done more given the automated nature of the checks. The ombudsman considered that Mrs G retained full use of her bank account and card throughout the period, albeit not via her telephone, meaning the direct impact was relatively small. The £110 compensation already awarded was deemed appropriate and fair.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website