Not upheld: Card / payment disputes complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Miss W booked accommodation for one month via online platform A for approximately £1750 using her NatWest debit card. During her stay, a property manager arranged for a cleaner to enter the property without permission to replenish toilet rolls, causing Miss W distress and concern for her safety. Miss W raised a chargeback claim, which NatWest declined. The ombudsman upheld NatWest's decision, finding that the accommodation services were fully provided and used, and the incident did not satisfy the Mastercard chargeback conditions of non-receipt or defective services. Although the property manager breached platform A's access policy, this did not entitle Miss W to a refund under A's policies or provide grounds for a successful chargeback.

The Ombudsman's reasoning

The ombudsman concluded that NatWest correctly applied Mastercard chargeback scheme rules. While Miss W experienced a genuine issue with unauthorised entry, the accommodation services were fully provided and used. The chargeback conditions of 'goods or services not received' and 'goods or services not as described or defective' were not satisfied. Although the property manager breached platform A's access policy, this breach did not entitle Miss W to a refund under A's policies, and therefore did not provide a valid basis for a successful chargeback claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website