Not upheld: Goods and services under S75 complaint against Barclays Bank UK PLC

Decision detail

Summary

Miss D purchased a computer monitor online using her Barclays debit card but claimed the package delivered to her neighbour contained different items. The supplier disputed this, providing detailed evidence of correct dispatch and delivery. Barclays initiated a chargeback claim using the 'not as described' code but closed it after the supplier's persuasive defence, including GPS tracking, photographs, and courier records. The ombudsman upheld Barclays' decision, finding the supplier's evidence compelling and Miss D's lack of supporting evidence (such as unboxing photos) meant the chargeback had little prospect of success. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Barclays reasonably weighed the supplier's persuasive evidence against Miss D's testimony. The supplier's evidence of dispatch, delivery tracking with GPS, photographic evidence of the package at the correct address with correct labelling, and description of returned items was compelling. Miss D had no evidence of unboxing or the package's state. The delivery terms permitted leaving packages with neighbours. Barclays appropriately selected the chargeback code, completed procedures in reasonable time, and fairly concluded the claim had little chance of success.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website