National Westminster Bank Public Limited Company · DRN-6154955

The complaint Mrs W complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), trading as Rooster Money, failed to process several payments made by Mrs W’s daughter when using the prepaid child card on a bus. Mrs W adds that NatWest’s complaint handling and customer service was poor, and it didn’t call her despite several requests to do so. Mrs W says NatWest’s actions have caused significant distress and inconvenience. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Having done so, I have decided not to uphold this complaint. I note Mrs W feels strongly about this matter and I do not undervalue the impact the failed payments had on her and her daughter. So, I’ll explain why: • The technical information NatWest has sent me, which includes messages between it and Mrs W, show that the payments were declined initially because the online payments functionality wasn’t enabled on the card and later due to insufficient funds • Mrs W says this doesn’t cover the entire series of payments which I note NatWest set-out in its complaint responses. I agree with this assessment. But I note NatWest explained that the way the bus company operated meant that previously declined cards would not work again. What’s key here is the failed transactions Mrs W is unhappy about all happened with the bus company. NatWest has accurately explained that this issue is down to how some bus companies operate their payment services. I’m satisfied this is the case here. So, because of this I can’t find NatWest is at fault for the failed transactions • Because of the previously declined cards issue with the bus company, I note NatWest offered to send out a new card and gave Mrs W a detailed explanation for why these issues occurred • NatWest has explained that Rooster Money is solely an online service which does not have a telephony-based customer service offering • Mrs W complains about the way NatWest handled her complaint. But from what I’ve seen, I’m satisfied NatWest acted in the way it is obligated to do so and that it has treated Mrs W fairly

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• I note NatWest offered, on a goodwill basis, £10 compensation to Mrs W to recognise the effort she has had to put into dealing with this matter. NatWest doesn’t need to do anymore given I don’t think it has done anything as the failed payments were not its fault, and it handled the complaint and any customer service issues fairly I’d like to reassure Mrs W that even though my decision won’t be the outcome she was hoping for, I appreciate the failed payments impacted her and her daughter severely. But I can’t direct NatWest to pay any compensation or take other remedial action given I don’t think it did anything wrong. My final decision For the reasons above, I have decided not to uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs W to accept or reject my decision before 20 April 2026. Ketan Nagla Ombudsman

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