Barclays Bank UK PLC

Financial Ombudsman decision DRN-5991800 Upheld

Upheldoutcome, as published by the Ombudsman

£125redress stated in the decision

Fri Feb 06deadline 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

Card dispute or chargeback, Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

He is also unhappy with the service he received from Barclaycard.Card dispute or chargeback

Mr E asked for a complaint to be raised in relation to two issues: the outcome of the chargeback and the online chat facility not working.Complaint handling

He made Barclaycard aware that phone calls caused him significant distress, and that online chat was his reasonable adjustment.Support for vulnerable customers

Rules cited

Consumer Credit Act 1974, FCA Consumer Duty (PRIN 2A), FCA DISP (Dispute Resolution)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5991800.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.