Not upheld: account closure and service quality complaint against Barclays Bank UK PLC
Financial Ombudsman decision DRN-5741543 of 2026-04-16T00:00:00+00:00. account closure and service quality complaint against Barclays Bank UK PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-5741543 |
|---|---|
| Decision date | 2026-04-16T00:00:00+00:00 |
| Firm | Barclays Bank UK PLC |
| Product | Current account |
| Claim type | account closure and service quality |
| Outcome | Not upheld |
| Remedy | No further action or compensation ordered. The £75 compensation already offered by Barclays (including refund of chargeback amount) was deemed sufficient. |
Summary
Mr H complained that Barclays unfairly closed his basic bank account and provided poor service, causing distress and financial impact. Barclays placed blocks on the account in February 2025 and issued a closure notice in March 2025 without providing specific reasons. Mr H experienced inconvenience accessing his wages and benefits as he had no debit card and the account was restricted during review. Although Barclays acknowledged service failings and offered £75 compensation, Mr H sought £175. The ombudsman found Barclays' actions complied with legal and regulatory obligations, the account closure was fair, and the compensation offered was reasonable.
The Ombudsman's reasoning
The ombudsman found that Barclays' account review and closure were carried out in accordance with its legal and regulatory obligations under UK financial regulation. The account terms and conditions permitted such actions. While the ombudsman acknowledged Mr H's vulnerabilities and the inconvenience caused, the requirement to attend branch during the review period was considered reasonable. Barclays' attempts to provide support were deemed appropriate given its duty to both customers and staff. The £75 compensation offered was considered fair recognition of service failings.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Barclays Bank UK PLC, all decisions | 11,138 | 21% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website