Partially upheld: Goods and services under S75 complaint against National Westminster Bank Public Limited Company (NatWest)
Financial Ombudsman decision DRN-6313768 of 2026-06-18T00:00:00+00:00. Goods and services under S75 complaint against National Westminster Bank Public Limited Company (NatWest). Outcome: Partially upheld.
Decision detail
| Reference | DRN-6313768 |
|---|---|
| Decision date | 2026-06-18T00:00:00+00:00 |
| Firm | National Westminster Bank Public Limited Company (NatWest) |
| Product | Credit card |
| Claim type | Goods and services under S75 |
| Outcome | Partially upheld |
| Remedy | NatWest must cover the cost of correctly installing birds nets in line with usual industry standards upon receipt of three quotes from Mr C. Mr C may submit new evidence and claims to NatWest separately and refer any subsequent dispute to FOS. |
Summary
Mr C purchased a solar panel system using his NatWest credit card and subsequently complained of poor installation quality including roof damage and incomplete birds nets installation. NatWest declined his section 75 claim citing insufficient evidence of E's liability for the damage. The ombudsman partially upheld the complaint, finding that while Mr C failed to provide expert corroboration for the roof damage claim (which NatWest reasonably required), the birds nets were clearly not installed as contracted. NatWest's agreement to cover the cost of correct birds nets installation was deemed fair remedy for this breach. Mr C was advised he could submit expert evidence and pursue new claims with NatWest or the courts.
The Ombudsman's reasoning
The ombudsman found that while Mr C demonstrated roof damage existed, he failed to provide corroborative expert evidence proving E caused it. Section 75 requires the consumer to evidence their claim, and conflicting testimony from E meant NatWest reasonably required independent expert assessment. However, the birds nets issue was clear breach of contract as they were only partially installed contrary to the express contract terms, making NatWest's agreement to cover correct installation a fair remedy.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Westminster Bank Public Limited Company (NatWest), all decisions | 135 | 7% |
| Goods and services under S75, all decisions | 19,872 | 36% |
| Credit card, all decisions | 26,052 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website