Barclays Bank UK PLC

Financial Ombudsman decision DRN-1850512 Not upheld

Not upheldoutcome, as published by the Ombudsman

£8,968redress stated in the decision

Tue Jun 23deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Mortgage administration, Complaint handling

In the Ombudsman’s words

Barclays Bank UK PLC made unauthorised changes to their mortgage account which increased their monthly premiums.Mortgage administration

Mr and Mrs L felt the customer service provided by Barclays was poor, and staff had limited or no knowledge of how the mistake could’ve happened and how it could be resolved.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1850512.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.