Not upheld: complaint handling, customer service, and treatment of vulnerable customer complaint against Barclays Bank UK PLC

Decision detail

Summary

Miss G complained about how Barclays treated her after they discovered a £63.98 refund error on her closed accounts. After Miss G initially provided incorrect account details, she contacted Barclays on 24 November 2025 with correct details, and the funds were credited on 10 December 2025 within Barclays' promised 30-day timescale. Miss G made over 25 calls to Barclays about the complaint and disclosed that she was a vulnerable customer with a disability. Barclays responded to her complaint within the 8-week FCA regulatory timescale and referred her to a specialist support team. The ombudsman found Barclays acted fairly and reasonably, operating within timescales and making sufficient efforts to help Miss G, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found no errors or failings by Barclays because: (1) once given correct account details, Barclays credited the refund well within their promised 30-day timescale; (2) Barclays responded to the complaint within the 8-week FCA regulatory timescale; (3) Barclays attempted to help Miss G with each interaction rather than issuing warnings about excessive contact; (4) Barclays made a referral to a specialist support team, demonstrating consideration of her vulnerability; and (5) while acknowledging Miss G's personal circumstances made the situation difficult, the ombudsman noted that Miss G's decision to make over 25 calls was her own choice and not all calls were necessary. The ombudsman also noted that complaint handling is not a regulated activity, limiting the scope of review on that aspect.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website