Upheld: Service failures generally complaint against National Westminster Bank Public Limited Company
Financial Ombudsman decision DRN-6415664 of 2026-06-17T00:00:00+00:00. Service failures generally complaint against National Westminster Bank Public Limited Company. Outcome: Upheld.
Decision detail
| Reference | DRN-6415664 |
|---|---|
| Decision date | 2026-06-17T00:00:00+00:00 |
| Firm | National Westminster Bank Public Limited Company |
| Product | Current account |
| Claim type | Service failures generally |
| Outcome | Upheld |
| Remedy | NatWest must: (1) Arrange an appointment at a time and branch convenient to Mr K with a dedicated member of staff equipped with necessary skill and knowledge to open the account; (2) Provide Mr K with full advance information about required documentation; (3) Discuss in advance what additional support Mr K needs to meet his requirements; (4) Pay Mrs K £200 compensation for distress and inconvenience experienced. |
Summary
Mr K, acting as attorney under a registered Lasting Power of Attorney for his mother Mrs K, attempted to open a new account for her. NatWest initially directed him to open the account online, contrary to its own website which stated it must be done in branch. When Mr K attended the branch with this information, staff were unable to assist him and he was sent away without support despite requesting escalation and disclosing vulnerable circumstances. The ombudsman upheld the complaint, finding NatWest failed to provide the straightforward and flexible customer journey required by the Consumer Duty and FCA guidance on Power of Attorney cases. The ombudsman required NatWest to arrange a dedicated appointment with a skilled staff member and pay £200 compensation to Mrs K for the distress and impact on her health.
The Ombudsman's reasoning
The ombudsman found that NatWest failed to provide straightforward and flexible customer journey as required by the Consumer Duty and FCA guidance. NatWest gave Mr K incorrect information directing him to open the account online when its own website stated it must be done in branch. When Mr K attended the branch, staff were unable to assist him and the matter was not escalated despite Mr K's explicit request and disclosure of vulnerable circumstances. NatWest did not obtain the Power of Attorney document or fully understand Mr K's needs. The ombudsman applied the FCA's April 2025 review on best practice for Power of Attorney cases, which emphasises the need for dedicated staff with appropriate skills, clear procedures, and recognition of vulnerability. NatWest's offer to simply provide a link to procedures was insufficient given the previous failure. The ombudsman also found that Mrs K, as the eligible complainant, suffered knock-on distress and impact on her health despite not directly interacting with NatWest, warranting compensation to her directly.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| National Westminster Bank Public Limited Company, all decisions | 1,194 | 14% |
| Service failures generally, all decisions | 34,193 | 32% |
| Current account, all decisions | 52,014 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website