Barclays Bank UK PLC

Financial Ombudsman decision DRN-3494905 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Thu Aug 04deadline 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

Unauthorised transaction, Service failure

In the Ombudsman’s words

Ms T complains that Barclays Bank UK PLC has refused to refund her for transactions she says she didn’t make.Unauthorised transaction

she was also unhappy with the way her claims had been handled. Specifically, she was unhappy with how she’d been spoken to on the phone, the information she’d been given about why some payments had been refunded while Barclays looked into things and others had not, and an incorrect phone number Barclays had given her in one of its letters.Service failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3494905.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.