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Barclays Bank UK PLC

Financial Ombudsman decision DRN-5542512 Upheld

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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

Given the potential security issues she said she could understand why Barclays didn't suggest Mr M could use their staff facilities. But she didn't think the £25 Barclays had paid to cover Mr M’s taxi fare was sufficient redress for the distress he experienced and said they should pay him a further £100.Support for vulnerable customers

I think it was reasonable to for Barclays to cover Mr M’s taxi fare for his visit to the branch, given what he’d told them about his mobility problems. I can’t see that before his visit Mr M shared with Barclays that he might need to use a toilet on short notice. And I can’t see that he stressed at the time of his visit that his request was urgent. If he had it might have been possible for them to arrange for him to be accompanied to use their staff facilities. But as our investigator has said there’s no requirement for banks to provide public facilities so I can’t say Barclays did anything wrong. But overall I think Barclays could have done more to assist Mr M.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5542512.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.