Not upheld: continuous payment authority (CPA) management and blocking procedures complaint against Barclays Bank UK PLC
Financial Ombudsman decision DRN-6092391 of 2026-05-19T00:00:00+00:00. continuous payment authority (CPA) management and blocking procedures complaint against Barclays Bank UK PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6092391 |
|---|---|
| Decision date | 2026-05-19T00:00:00+00:00 |
| Firm | Barclays Bank UK PLC |
| Product | current account |
| Claim type | continuous payment authority (CPA) management and blocking procedures |
| Outcome | Not upheld |
| Remedy | None. No action required from Barclays. |
Summary
Ms K complained about how Barclays handled a continuous payment authority (CPA) on her account to a third-party insurer. Barclays blocked the CPA in January 2025 as requested and confirmed future payment attempts would be refunded. Ms K was unhappy that the blocked CPA continued to show on her account and complained in November 2025. The ombudsman found that Barclays followed industry practice, provided reasonable explanations, and acted fairly by blocking the CPA upon request. The complaint was not upheld and no further action was required from Barclays.
The Ombudsman's reasoning
The ombudsman found that Barclays followed industry practice in blocking the CPA as Ms K requested and provided reasonable explanations of how CPAs work. The CPA was established between Ms K and a third-party merchant, not by Barclays. Barclays is not required to offer standing arrangements to block multiple CPAs or online blocking facilities, but CPAs can be blocked upon contact with customer service. No unfairness was created for Ms K by Barclays' approach.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Barclays Bank UK PLC, all decisions | 11,138 | 21% |
Source
Read the original decision on the Financial Ombudsman Service website