Barclays Bank UK PLC

Financial Ombudsman decision DRN-5188548 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jul 02deadline 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, Support for vulnerable customers

In the Ombudsman’s words

Ms M complained that Barclays Bank UK Plc unfairly declined to fully reimburse her after she fell victim to an investment scam.APP scam refund refused

She also raised concerns about the handling of her case, including delays and requests for duplicate information while she was recovering from a hospital stay.Complaint handling

Ms M explained that she has bipolar disorder and other mental health challenges, and that she was feeling depressed at the time of the scam.Support for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5188548.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.