Not upheld: mortgage product information clarity and account balance accuracy complaint against Barclays Bank UK Plc
Financial Ombudsman decision DRN-6154899 of 2026-05-07T00:00:00+00:00. mortgage product information clarity and account balance accuracy complaint against Barclays Bank UK Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6154899 |
|---|---|
| Decision date | 2026-05-07T00:00:00+00:00 |
| Firm | Barclays Bank UK Plc |
| Product | mortgage |
| Claim type | mortgage product information clarity and account balance accuracy |
| Outcome | Not upheld |
| Remedy | £75 compensation already paid by Barclays for failing to call Mr T back on 1 September 2025. The ombudsman advised that if Mr T believes his account balance is inaccurate, he may have the account audited by a professional and raise a new complaint if discrepancies are found. |
Summary
Mr T complained about his mortgage with Barclays, claiming the fixed rate product was misleadingly described as a one-year product when it actually ended on 30 September 2026, that his account balance was inaccurate, and that Barclays failed to call him back on 1 September 2025. The ombudsman found that Barclays provided clear information about the end date through multiple channels including a Mortgage Information Sheet which Mr T acknowledged receiving before committing to the rate. The apparent drop in account balance was explained by standard mortgage calculation methods. The ombudsman upheld the £75 compensation already paid for the missed callback and did not uphold the complaint.
The Ombudsman's reasoning
The ombudsman found that Barclays provided clear information about the product end date through multiple channels before Mr T committed to the rate, including a Mortgage Information Sheet which Mr T acknowledged receiving. The apparent drop in balance on 1 October 2025 was explained by the standard mortgage calculation method where interest accumulates daily and is deducted when the monthly payment is taken on the 1st of the following month. The account balance reduction of approximately £200 per month was consistent with an amortising capital repayment mortgage. The £75 compensation for the missed callback was deemed fair and reasonable.
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