Barclays Bank UK PLC

Financial Ombudsman decision DRN-5452323 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Thu May 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

Identity checks and access, Service failure

In the Ombudsman’s words

locked out of online bankingIdentity checks and access

Barclays’ initial misinformation about this and the delay in identifying a solution that could have put things right sooner for Mr and Mrs C amounts to poor serviceService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5452323.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.