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Barclays Bank Plc

Financial Ombudsman decision DRN-2938326 Upheld

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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Barclays has sent us a number of recordings of calls between it and Mr W. I understand from Mr W that there may be further calls that Barclays doesn’t have copies of, but I’ve listened to all the calls that are available which total a significant number of hours. And from these calls, I think it’s likely Mr W was told the initial payment the app took from his account wasn’t a recurring payment and so it was reasonable for him to understand that the app couldn’t take any further payments.Card dispute or chargeback

Barclays investigated the complaint and accepted it had given him incorrect information about how to dispute the payments and that there had been delays in its response.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2938326.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.