Not upheld: Other regulated complaint complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY
Financial Ombudsman decision DRN-6440734 of 2026-06-22T00:00:00+00:00. Other regulated complaint complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY. Outcome: Not upheld.
Decision detail
| Reference | DRN-6440734 |
|---|---|
| Decision date | 2026-06-22T00:00:00+00:00 |
| Firm | NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY |
| Product | Packaged bank account |
| Claim type | Other regulated complaint |
| Outcome | Not upheld |
| Remedy | None. Complaint not upheld. |
Summary
Mr Y complained that NatWest should refund Black packaged account fees paid since he turned 70 in 2022, as he became ineligible for the travel insurance included in the account. NatWest explained that the travel insurance is one of multiple bundled benefits in the packaged account and that Mr Y was not ineligible but rather required to pay an additional premium and declare pre-existing medical conditions. The ombudsman found that NatWest properly notified Mr Y of these requirements through Annual Eligibility Statements sent regularly since 2013, and that bundled account fees cannot be refunded simply because one benefit cannot be used. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that the travel insurance is not a standalone policy but one of multiple benefits bundled in the Black packaged account, meaning account holders cannot pick and choose benefits. The full monthly fee applies regardless of whether all benefits are used. NatWest properly notified Mr Y of the age 70 requirement through Annual Eligibility Statements, which clearly explained he needed to contact the insurer, pay an additional premium, and declare pre-existing medical conditions. Therefore, NatWest acted fairly and reasonably in not refunding the packaged account fees.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY, all decisions | 1,194 | 14% |
| Other regulated complaint, all decisions | 18,717 | 18% |
| Packaged bank account, all decisions | 5,654 | 8% |
Source
Read the original decision on the Financial Ombudsman Service website