Not upheld: service quality - telephone banking system functionality and complaint handling complaint against Barclays Bank Plc

Decision detail

Summary

Mr B complained to Barclays about difficulties with its updated telephone banking system, which now required his debit card number in addition to account details and left him uncertain whether transfers had completed. Over several months, Mr B attempted to lodge a formal complaint but claimed staff refused to accept it. Barclays maintained the system updates were not an error but part of normal process, and that alternative banking methods were available. The ombudsman found no evidence of system faults or errors, confirmed the system was functioning correctly, and noted that transfers were successfully completed when Mr B spoke to advisers. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that while Mr B was frustrated by the system changes, Barclays did not make an error as the updates were part of normal banking process. The system was functioning correctly and had successfully verified Mr B. Alternative banking methods were available, and transfers Mr B could not complete through the automated system were completed when he spoke to advisers. No direct link was established between Barclays' actions and Mr B's overdraft charges. Complaint handling is not a regulated activity and therefore outside the ombudsman's jurisdiction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website