Barclays Bank UK PLC

Financial Ombudsman decision DRN2975202 Upheld

Upheldoutcome, as published by the Ombudsman

£600redress stated in the decision

Sat Sep 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mr R complains that Barclays Bank UK Plc didn’t treat him fairly at the end of his interest only mortgage term. In particular, it unfairly refused a term extension to allow the mortgage to be repaidMortgage administration

Barclays repeatedly failed to answer correspondence and used the wrong phone number to try and contact them even after being told several times it was wrong. Mr and Mrs R were given conflicting information by different staff members and departments and spoken to inappropriately.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2975202.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.