Barclays Bank UK PLC

Financial Ombudsman decision DRN1285200 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Sat May 23deadline 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, Charges and fees

In the Ombudsman’s words

Barclays refunded the money within 24 hours and confirmed to Mr M they’d carried out a full investigation. They’d identified a call to them by someone who wasn’t Mr M. As they didn’t believe Mr M had authorised the transaction, he was immediately refunded.APP scam refund refused

Barclays had charged him £20 for a letter which he could use to testify to his good character. Not only was the information in the letter incorrect but it also stated it couldn’t be used with third parties;Charges and fees

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1285200.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.