Barclays Bank Plc
Financial Ombudsman decision DRN9494936 Upheld
Upheldoutcome, as published by the Ombudsman
£1,400redress stated in the decision
Mon Oct 29deadline 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 and Mrs L complain about Barclays Bank PLC’s treatment of them in respect of a term extension they wanted on their mortgage.Mortgage administration
I find Barclays didn’t properly engage with Mr and Mrs L or explain to them that it would want to consider their financial circumstances and a completed application in order to agree a term extension – and that until it had done that, there were no guarantees. I also find it caused unnecessary delay.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9494936.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.