Barclays Bank UK PLC

Financial Ombudsman decision DRN-5291376 Upheld

Upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Wed Mar 19deadline 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, Complaint handling

In the Ombudsman’s words

when she requested that the name on her account be updatedIdentity checks and access

Unfortunately, Miss A’s complaint was not correctly logged by the complaint handler during or after the web chat.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5291376.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.