Barclays Bank UK PLC

Financial Ombudsman decision DRN-3315245 Upheld

Upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Tue Mar 15deadline 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

Mrs M complains about the service Barclays Bank UK PLC provided when she wanted to reduce the mortgage over her business premises.Mortgage administration

Barclays didn’t respond to Mrs M’s complaint until December 2020. They apologised for their mistake in failing to acknowledge her request to reduce the mortgage and giving her the wrong phone number for the business banking team.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3315245.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.