Barclays Bank UK PLC

Financial Ombudsman decision DRN-5997741 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Tue Jan 13deadline 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

The complaint Mr A and Miss P complain that Barclays Bank UK PLC didn’t treat them fairly and provide support when their mortgage fell into arrears.Treatment in financial difficulty

we can only look into Mr A and Miss P’s complaint that Barclays didn’t agree a repayment plan or other solution in early 2025, despite it suggesting a repayment plan would be agreed and them calling it on multiple occasions.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5997741.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.