Barclays Bank UK PLC

Financial Ombudsman decision DRN-4330483 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Mon Dec 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

Mortgage administration, Service failure

In the Ombudsman’s words

Barclays Bank UK PLC gave them misleading information about how long they would have to pay an early repayment charge (ERC) on their mortgage.Mortgage administration

Barclays gave them conflicting information, didn’t contact them when it said it would and ultimately left them with a short window, including the festive period, in which to pay the ERC.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4330483.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.