Barclays rejected first complaint but upheld second. What next?

littlesaram

I've complained to Barclays about our packaged bank accounts. We have all our accounts with Barclays and always have had.

I claimed for our main account as we took out an additions account way back in Nov 1999, just after purchasing our house.
We continued using this account until Sept 2006 when I thought it changed names to an additions + account. We also carried on using this account when it changed names to a Premier life account in Oct 2009.
We've never used any of the other benefits of the packaged account. Ever.
They have refused to uphold our claim on the basis that we used our overdraft facility on each account. Surely £25 a mont to just use an overdraft is too expensive. I don't know...

Anyway having been rejected on our man account I opened the next letter that had arrived at the same time. This was talking about our second account held with them. They have upheld our complaint on that one. We've been awarded £880. My reason for claiming back on this was that there is no way we'd pay for a second packaged account, having already held a packaged bank account without understanding the benefits.

Would it be worth taking this any further?
I'm really confused that they've upheld one complaint but not the other.
Can anyone help? and does anyone have any first hand experience of this type of claim. I feel sick knowing they've taken all that money from us in all those years just using an overdraft facility

dunstonh

I'm really confused that they've upheld one complaint but not the other.

The reason for rejection on one and refusal on the other seems quite logical. A second account wouldnt have obtained unique benefits. It would duplicate what you already had on the first account. So, upholding the complaint on account 2 is common sense and would appear correct.

The rejection on account 1 seems to be on the basis that you have used part of the packaged benefits in reduce borrowing costs. Whether that is monetarily a benefit to you or not is hard to say without figures but that appears to be the reason based on what you have said.

littlesaram

So would the ombudsman agree with Barclays?

[Deleted User]

littlesaram wrote: »

So would the ombudsman agree with Barclays?

You'll have to refer your complaint to find out, but statistically the Ombudsman rejects most Packaged Account complaints.

You have nothing to lose by trying.