Barclays Bank UK PLC

Financial Ombudsman decision DRN-3982733 Upheld

Upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Wed Mar 22deadline 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

Barclaycard would usually take someone through an income and expenditure process – to determine whether the repayment proposals are affordable or not.Treatment in financial difficulty

she did think Barclaycard hadn’t replied to Mr S on several occasions and misunderstood the issues he was raisingComplaint handling

Rules cited

FCA CONC (Consumer Credit sourcebook)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3982733.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.