Barclays Bank UK PLC · DRN-6147121

The complaint Mr A complains Barclays Bank UK PLC acted unfairly given the way it handled the freezing and subsequent closure of his account. What happened Mr A had an account with Barclays that was frozen and then closed in October 2025. Mr A complained to Barclays and then to us that his account had been frozen following receipt of £10,000 from his brother and that over 10 days later his account was closed. Following our involvement Barclays issued a final response saying that it wasn’t upholding Mr A’s complaint as it had followed its normal processes. Mr A was unhappy about this saying Barclays’ actions had caused him considerable distress and embarrassment. He said he wanted £5,000 in compensation. One of our investigators looked into Mr A’s complaint but didn’t uphold it. They said based on what they’d seen that they didn’t think Barclays had acted unfairly. Mr A said he accepted that banks have regulatory obligations and his disagreement wasn’t primarily with Barclays right to take action, rather the way the situation was handled. In particular, he was unhappy about the prolonged period of uncertainty with no clear communication or meaningful updates and the lack of transparency amongst other things. He asked for his complaint to be referred to an ombudsman for a decision. His complaint was, as a result, passed to me.

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What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Our investigator has already explained what Barclays obligations are and why they didn’t agree that Barclays acted unfairly or unreasonably. There isn’t much I can add to what has already been said – in this case I’m satisfied that Barclays acted in line with its terms and conditions and obligations and hasn’t acted unfairly or unreasonably. My final decision My final decision is that I’m not upholding this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr A to accept or reject my decision before 27 April 2026. Nicolas Atkinson Ombudsman

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