Not upheld: chargeback handling and dispute resolution complaint against Barclays Bank UK PLC

Decision detail

Summary

Miss M paid £284 for pest control treatment using her Barclays debit card and later complained that the treatment was ineffective and did not work within the promised six-day timeframe. She requested a chargeback, which Barclays raised under the reason code 'services not as described or defective'. The merchant defended the chargeback, claiming the treatment was performed as advertised and that Miss M had not allowed the process to fully complete. Barclays did not make further representations after receiving the merchant's defence. The ombudsman found that the evidence did not support Miss M's claims that services were not received or were defective, as both parties presented conflicting accounts and the merchant had initially offered a follow-up appointment. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the services were received or available at the point Barclays was asked to help, as the first treatment was carried out and the merchant did not refuse the follow-up appointment initially. Regarding whether services were defective or not as described, the ombudsman found the evidence did not support Miss M's arguments. Both parties presented conflicting accounts - Miss M claimed she was told the treatment would work within six days and that spraying was inadequate, while the merchant disputed this and explained the pest infestation was severe and the treatment process was interrupted. The ombudsman agreed with Barclays that the evidence did not support that the chargeback would have succeeded, making it fair for Barclays not to take it further.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website