Not upheld: account closure due to customer behaviour complaint against Barclays Bank UK PLC

Decision detail

Summary

Mr R complained that Barclays closed his account in error, denying he had been abusive towards staff members. Barclays had issued a warning in November 2025 after an incident where Mr R was abusive in branch, and then closed his account in December 2025 following a second incident of abusive behaviour at a different branch. The ombudsman reviewed account notes documenting multiple incidents with profanities and abusive gestures, staff statements from both incidents, and a call recording. Finding that Mr R was more likely than not abusive towards staff, the ombudsman concluded Barclays acted fairly and within its contractual rights to close the account, particularly as it provided 90 days' notice and allowed Mr R to switch his account elsewhere.

The Ombudsman's reasoning

The ombudsman found that based on the balance of probabilities, Mr R's behaviour was inappropriate in branch. The account notes, staff statements from two separate incidents at different branches involving different staff members, and the call recording provided credible evidence. The ombudsman noted that it was unlikely these accounts would be fabricated or mistaken given they involved different branches and staff. Barclays acted fairly by issuing a warning after the first incident and then closing the account after the second incident, which was permitted under the terms and conditions. The bank also provided 90 days' notice rather than closing immediately, allowing Mr R time to arrange his affairs.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website