Barclays Bank UK PLC

Financial Ombudsman decision DRN-5096018 Upheld

Upheldoutcome, as published by the Ombudsman

£225redress stated in the decision

Mon Jul 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

Identity checks and access, Service failure

In the Ombudsman’s words

Mrs B has complained that she couldn’t access her account for around two weeks after she switched her account to Barclays Bank UK PLC (“Barclays”).Identity checks and access

In the circumstances, it does seem likely to me that there was an error with Barclays’ PIN number notification system, and this was why Mrs B didn’t receive the PIN notification.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5096018.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.