Barclays Bank UK PLC

Financial Ombudsman decision DRN0948262 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Aug 31deadline 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

Mr M, the sole trader of B, complains Barclays Bank UK PLC (Barclays) won’t refund him the money he lost as a result of a scam.APP scam refund refused

Barclays accepted Mr M did not receive the level of service he expected. When Mr M reported the scam, Barclays didn’t set up a fraud case, Mr M had to make numerous calls and he was given conflicting and incorrect information.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0948262.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.