Barclays Bank UK PLC

Financial Ombudsman decision DRN-5790669 Upheld

Upheldoutcome, as published by the Ombudsman

£24,988redress stated in the decision

Mon Sep 29deadline 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

A company which I will refer to as ‘D’ complains that Barclays Bank UK Plc didn’t reimburse the payments made by a fraudster that it says it didn’t agree to.APP scam refund refused

Barclays has also accepted that its communication with D after the fraud should have been better. It has offered £200 compensation for the inconvenience causedComplaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5790669.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.