No help with dementia from Barclays

oldcarpenter

:mad:A very disturbing factual account of the deceit and cover up by Barclays, from branch to head office that has been uncovered. 73 days of utter frustration and torment, to comply with something that could have taken one week to hand over. The legal list of documents set out below are what Barclays required, what one would expect from a bank looking after their customers money. Myself and Mrs H only wanted this information, surely information of this nature should be freely available in branches in leaflet form. Mrs H received the list after 28 days, Barclays never sent me the list.
1. The Order should be attested by a notary public.
2. A form of official certificate known as an ‘Apostille’ should be placed on the Order by the appropriate body authorised by the particular government.
3. The copy of the Order should be certified on each page to be a true and complete copy of the original by a notary public.
4. The translation of the Order should be certified by a notary.
5. The Order should be accompanied by a letter from a lawyer conversant with the laws of France stating that the Guardian/ Curator has the legal authority to operate the bank accounts of the Patient in England & Wales.
6. The Guardian/Curator should confirm that no immovable property (e.g. land) is included in the Patient’s assets in England & Wales.
7. The Guardian/Curator should confirm that the Patient is permanently resident in the country whose courts have issued the Order.
Most people would find this daunting, with no disrespect to Mrs H this could have been in Chinese, so why not copy me the list which I had been promised. Thanks to [EMAIL="caroline@world-translations.co.uk"]caroline@world-translations.co.uk[/EMAIL] who kindly guided me in compliance to fulfil the list. Barclays knew when sending this list to Mrs H, she had no money, had been warned she was near to a nervous breakdown with worry and needed help, also she had asked me to help find out what she must do with the court Order. I visit a branch, the assistant manager has attitude with me but finally says her colleague will speak to Barclays own legal department, they say what must be done but give wrong advice regarding the need that Mrs H must return to UK, I challenge this as being unnecessary, on returning home I receive a call asking that a complaint be made in my name suggesting this would give me precise and urgent details on what must be done, also if Mrs H must return to the UK. A data request shows the email setting out the complaint written by Barclays, says I was annoyed I could not be given details of Mr H account and other lies, completely false and libellous having no connection with the reason I was informed why the complaint was going to be made on my behalf. I now believe what happened is as follows, although I knew Mrs H had her own Barclays account, I did not have her account number and wanted them to look at Peter’s account to find Mrs H account because he paid a standing order into her account every month. This would prove my point it was unnecessary that she returned to the UK because she was also a Barclays customer and if only they needed to see her with a passport for POE reasons then this could be done in Cannes. When I left the branch I was not happy, my last words were, I would write to Bob Diamond and our son was a city banking lawyer who would be interested in what was said. Whether or not my threat contacting Mr Diamond or our son changed matters, but, the fact is the charade of suggesting a complaint is going to be written by them to help me get instructions and avoid any misunderstanding on what must be done is deception . A few days later I receive a letter saying they are looking into the complaint and would contact me as soon as possible, I never received any further replies and Mrs H never had to return to the UK. This may also be a reason why Mrs H was given the findings to the complaint and not me. Three words, “is not upheld”, they could not say what the complaint was about, for fear of me seeing the letter or go into detail why the complaint was not upheld. the complaint had passed from Leeds to head office, if it had been sent to me they could not have said the complaint was not upheld. because I had been completely vindicated in what I believed the complaint was to be about. The most negligent and unbelievable action by Barclays was to wash their hands of all responsibility by sending the list knowing Mrs H’s situation, giving reference to a complaint not being upheld that was made by Barclays under false representation to me, hidden in a two page letter with the list that she knew nothing about. And thereby causing a breakdown in trust between myself and Mrs H, she did not believe me when I was saying Barclays had made the complaint on my behalf, as Mrs H said, Barclays would not complain about Barclays. Since my last post I have been notified Barclays can’t seem to find any telephone calls as promised on my data request, why am I not surprised although I give exact dates and departments the calls were made.
　
　

oldcarpenter

Update.
A very disturbing factual account of the tangled web Barclays practised to deceive that has now gone before the Ombudsman in this case. The evidence is clearly set out 17 months ago on this site, when I ask for help. It copies my letter handed to Barclays, on that day Ms Lisa Shelley, a manager insisted Mrs H must return to the UK, even after I was insisting there was no need because Mrs H was a Premier customer herself, not happy with this I say I am going to the press. On returning home Barclays ring me asking that I give permission that Barclays make a complaint so I am given the precise and urgent details on what must be done with this French Court Order in writing, only after Barclays say this could only be done by someone with a UK address, I agree.
I now have evidence from a data request what Barclays say in the complaint. Not one reference to set out the full details of compliance to the court Order that must be followed.
They are saying Mrs H is not a customer and must return to the UK. It will be seen that I say, “ I understand they pay extra for Premier Banking”. The fact is both Mr & Mrs H have their own Premier Banking accounts.
They also say, “ Mr Y [me] says that it is terrible that the bank will not help or discuss the customers account….” It will be seen I say “ I appreciate Barclays will not correspond with me in this matter nor do I want to become involved in what is a sensitive and private matter”.
Further they say in the complaint , “We will forward a copy of the letter handed in asking us to speak to the customer but we are unable to do so as the customer can not speak on the phone as he has dementia”. It will be seen I say “ I have informed Mrs H that I expect someone from Barclays to contact her tomorrow….” thinking Barclays would want to help their customers without me a third party becoming involved.
It will be noted Mrs H never had to return to the UK, she has banked with Barclays for over 40 years, a fact always known to me because when we lived together about 40 years ago we brought a house and land together.
This fictitious complaint portrayed to be helping Mrs H but made up because Barclays believed I would go to the press because I believed they were not helping two vulnerable customers, is beyond contempt. I would hope someone from the press will read this and look into what lessons could be learnt.

Tiddlywinks

OP - when writing to anyone... please, please be briefer than your posts here and more to the point.

Plus, use paragraphs to separate the text as huge blocks of typing are just too difficult to read.

To be honest, I just couldn't face reading everything as it was really hard going... this would probably apply to most people you are trying to engage.

I know this is an awful situation for you and that you are giving us what you think is the information on which to base an opinion; however, I do think you would get more help if you did an abridged version.

atush

And you would have had better help if you asked for help from the Times or Telegraph money sections consumer chanpions when suggested. They really can get you help.

But at least one has retired since you started all this, but there is a replacement. So get onto it.

oldcarpenter

Just for the record I followed the best advice given in replies, 5 national newspapers, BBC Money Box, the Chief Executive of Barclays and Unite Union. All never replied with the exception of Unite who did offer a free half hour solicitor introduction but was not taken up because Mrs H lives in France. To contact Barclays new head man would only be wasting my time because it would only be passed to some other as before who then tries to spin a cover up. When I say I hope the press looks at this, its not to take up my fight because I am on top of this now. it’s to show the culture that runs through the whole bank from fixing the interest rates to helping vulnerable customers, they just don’t give a damn.
New paragraph, I left school at 14 and now an old man so I apologise for my punctuation and rabbiting on however Barclays have understood me because they did make a cash full and final offer about one month ago that was turned down.

atush

The woman in question needs to write to the papers (specifying you can be her advocate) the newspapers cannot act for you. I read these cases every week in he times and the telegraph- they do help.

In any case, there could be help with the Ombudsman.

Tiddlywinks

oldcarpenter wrote: »

New paragraph, I left school at 14 and now an old man so I apologise for my punctuation and rabbiting on however Barclays have understood me because they did make a cash full and final offer about one month ago that was turned down.

I mentioned the paragraph breaks and suggested you try to be less 'wordy' because your style of writing is very off-putting.

You need to understand that writing is a form of communication and your style of writing large blocks of text without breaks will simply serve to make the intended reader less likely to read it!

I made my observations to help and not to criticise...

oldcarpenter

I am pleased to report that the Ombudsman has awarded compensation to Mrs H to be paid by Barclays, ‘in recognition of the distress and inconvenience caused by its handling of this matter’. This Final Decision brings into question the wisdom and knowledge of adjudicator’s at the FOS who found that Barclays acted correctly. More worrying they still found that Barclays did nothing wrong after Barclays offered compensation for ’the distress and inconvenience they have suffered as a result of its actions’.
The FOS has accepted I acted as agent for Mr & Mrs H but seem to be saying that’s my problem so sue Mrs H for my out of pocket costs that came about because of Barclays incompetence. Morally I could not recommend Mrs H reject the award and go to court so that my damages could be included. The law as I understand it, once anybody accepts the FOS decision, related court action will be unsuccessful.
My son who is a qualified barrister informs me a land mark appeal is due in March that may result in anybody still to be able to go to court even after accepting a FOS decision without legal advise. This must be reasonable and just, although I have not asked for help from my son in this matter (even family rates are excessive) he did read the Adjudicator Ms Galloway’s first findings. She said Barclays had no case to answer and I was about to drop the claim until my son said she was wrong.
The separate complaint with the FOS about the threat of stopping Mr H pension is ongoing.

atush

Glad to hear compensation is being made. But your Son charging you 'family rates' is a disgrace. He should have taken this up for Mrs H at an earlier time and pro bono.