Barclays Bank UK PLC

Financial Ombudsman decision DRN-4510013 Upheld

Upheldoutcome, as published by the Ombudsman

£750redress stated in the decision

Mon Apr 08deadline 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 made many mistakes in administering Mrs P’s instructionsMortgage administration

Barclays had already paid £150 compensation to Mrs P by the time the complaint came to us in February 2023. And I previously recommended an additional £600 compensation. Mrs P didn’t think this was enough given the distress and inconvenience she was caused which included repeated visits to the branch to re-complete forms, chasing the bank in person and via phone and having to refer the matter to this service given the bank’s failure to help.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4510013.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.