Barclays Bank Plc
Financial Ombudsman decision DRN3864251 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Fri Apr 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
Support for vulnerable customers, Service failure
In the Ombudsman’s words
Mr F was financially vulnerable. He’s done the right thing in proactively contacting Barclays and increasing his payments.Support for vulnerable customers
I think Barclays should have done more to keep Mr F informed of what was happening. And I think it should pay Mr F £150 to reflect the poor customer service it provided.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN3864251.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.