Barclays Bank UK PLC

Financial Ombudsman decision DRN-4253359 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Tue Dec 12deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Mr R was unable to maintain his monthly mortgage payments and his mortgage had fallen into arrears.Treatment in financial difficulty

Our investigator said Barclays should have been aware that Mr R was vulnerable and ensure he received the correct level of customer service.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4253359.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.