Barclays Bank UK PLC

Financial Ombudsman decision DRN1613101 Upheld

Upheldoutcome, as published by the Ombudsman

£1,893redress stated in the decision

Fri Mar 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mr C has complained Barclays Bank UK PLC refuse to refund him for two sets of disputed transactions from his account in 2016.Unauthorised transaction

I can see from Barclays’ own fraud notes that they certainly got in touch with E to talk about their procedures and processes. Most of which they then repeated to Mr C. But they didn’t ask E for the evidence of the actual transactions. They know we’d expect them to carry out a proper investigation. I can’t see they did this.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1613101.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.