Upheld: lack of transparency regarding international transfer charges and complaint handling delays complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Mr L complained to NatWest about inconsistent charges and unclear information regarding international transfers. NatWest explained that some payments require intermediary banks and charges are outside its control, offering £100 compensation for delayed complaint response. After Mr L rejected a further £100 settlement offer and escalated to FOS, the ombudsman upheld the complaint, finding NatWest had presented necessary transaction information but had failed in complaint handling. The ombudsman ordered NatWest to pay the additional £100 (£200 total) to recognize the service failures and inconvenience, though found no error in the charging practices themselves.

The Ombudsman's reasoning

The ombudsman found that NatWest presented Mr L with necessary information at the point of transaction, including exchange rates and payment options. While intermediary and beneficiary bank charges cannot be determined upfront and are outside NatWest's control, the ombudsman upheld the complaint to recognize service failures in complaint handling and the lack of proactive clarity about charges. The £200 total compensation was deemed appropriate for the distress and inconvenience caused, though the ombudsman could not review complaint handling procedures as this falls outside FOS jurisdiction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website