Barclays Bank UK PLC

Financial Ombudsman decision DRN-3384392 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Apr 18deadline 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

Charges and fees, Mortgage administration, Complaint handling

In the Ombudsman’s words

Barclays unfairly charged Mr H and Mrs H legal fees when they had a complaint with this serviceCharges and fees

The heart of Mr H and Mrs H’s complaint is that Barclays failed to offer them any options when their mortgage term ended and unfairly took legal action and charged them fees for doing so.Mortgage administration

The handling of their complaint, including failing to send them a response and only addressing letters to Mr HComplaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3384392.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.