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Barclays Bank UK PLC
Financial Ombudsman decision DRN-5613509 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Tue Sep 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
Support for vulnerable customers, Service failure
In the Ombudsman’s words
Ms O had already disclosed information about her vulnerability to Barclaycard, so I can appreciate that the failures in customer service may have had an even bigger impact on her.Support for vulnerable customers
Barclaycard didn’t meet the FCA’s requirement under the Consumer Duty, to support customers by helping them to make informed decisions through the accurate and timely provision of information which is readily understandable.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5613509.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.