Barclays Bank Plc
Financial Ombudsman decision DRN-6192526 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Mon May 11deadline 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
Complaint handling, Service failure
In the Ombudsman’s words
Mr W said his experience of being passed around with contradictory information caused him significant emotional distress. He said Barclays failed the Consumer Duty and a fair outcome should include the £200 incentive and compensation for his distress and inconvenience.Complaint handling
Barclays has acknowledged that it could have provided better service, particularly with its communication.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6192526.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.