Barclays Bank UK PLC

Financial Ombudsman decision DRN-4006678 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£9,650redress stated in the decision

Thu May 25deadline 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Mrs S is unhappy Barclays Bank UK PLC (“Barclays”) won’t reimburse her for the money she lost when she fell victim to an ‘authorised push payment’ (“APP”) lottery scam.APP scam refund refused

I note Barclays awarded Mrs S £150 as an apology for not dealing with her concerns in a timely manner. I think this is a fair amount in the circumstances and I’m glad that Barclays recognised that the level of service it provided Mrs S fell below its standards.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4006678.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.