Barclays Bank UK PLC

Financial Ombudsman decision DRN-2407912 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jan 06deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Ms A says that Barclays has been unhelpful and unsympathetic in relation to her financial difficulties and that the bank failed to give fair consideration to her payment proposal made in 2017Treatment in financial difficulty

Barclays explained that the arrears ... were increasing at £700 per month ... Barclays said it would need to look at affordability in detail before it could consider any proposals, but due to the level of arrears, court proceedings had been started. But because of the length of time it had taken Barclays to resolve Ms A’s complaint, the bank offered her £200 for its poor customer service.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2407912.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.