Barclays Bank UK PLC

Financial Ombudsman decision DRN-5956937 Upheld

Upheldoutcome, as published by the Ombudsman

£600redress stated in the decision

Tue Feb 17deadline 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

Interest and rates, Support for vulnerable customers

In the Ombudsman’s words

Barclays should make sure that Mr A is returned to the position he would have been in had it not applied any interest to his mortgage arrears from 2 May to 21 June 2025.Interest and rates

Barclays ought to have shown a great deal more understanding in the way it dealt with Mr A, bearing in mind what it knew about the importance of the phone call to him, and his circumstances and vulnerability.Support for vulnerable customers

Rules cited

FCA Consumer Duty (PRIN 2A), Equality Act 2010

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5956937.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.