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Barclays Bank UK PLC
Financial Ombudsman decision DRN-5223659 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Feb 13deadline 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
The mortgage fell into arrears. Miss D and Miss N both contacted Barclays in early 2023. Miss N said she wanted to discuss a reduced payment plan.Treatment in financial difficulty
Miss N says she told Barclays she was on a fixed pension income and had health problems which meant this caused her anxiety. Miss D said Barclays didn’t make reasonable adjustments for Miss N’s health conditions and the stress affected their mental health.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5223659.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.