Barclays Bank UK PLC

Financial Ombudsman decision DRN8422304 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£400redress stated in the decision

Wed Dec 25deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

But Mrs H wasn’t happy with the service she’d received, so she complained. She explained she had been put to a lot of inconvenience in contacting Barclays numerous times. She pointed out that the terms and conditions of her account say that she will be issued a refund whilst an investigation takes place. And this isn’t what happened.Complaint handling

The detailed background to this complaint is well known to both parties, so I’ll only provide a brief summary here. In September 2018 someone purporting to be Mrs H called Barclays and had sufficient information to be able to transfer money from her savings account to her current account. There was then some fraudulent activity on Mrs H’s current account, through use of her debit card details.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8422304.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.