Unaffordable Lending - Autism - FOS

itchysheep

Hello,

I hope you are well.

(I sometimes struggle to right coherently so I have broken my questions up into smaller questions I hope that is okay)

I have autism, and generally struggle to manage my finances, due to my disability I am unable to earn a lot of money (around 22k/year).  2 years ago I signed up for a credit builder card because one day I want to get a mortgage and believed that this would be the best way to achieve this (I read an online guide saying that using a credit card regularly was the best way to build up a credit score to get a house).  I was approved with a credit limit of 300 pounds at a 60% apr amount.

1)  Around 18 months ago I complained to Barclays (who were my credit builder card company) because there was an unauthorised transaction on my card for around 30 pounds.  Barclays rejected my complaint, however they sent me a letter telling me I could go to the Financial Omburdsman if I was unhappy with their decision. I contacted them back telling them that I had autism and that I wanted to go to the Financial Omburdsman and asked them if they would help me draft a letter to the financial ombudsman so I could get my point across clearly and they for some reason agreed to refund me the 30 pounds and pay me 25 pounds for my inconvenience despite originally rejecting my complaint that there was an unauthorised transaction.  Does anyone know this happened, did they just reject my complaint because they didn't want to refund me and then refund  me because they know my complaint was going to be appealed?

2)  I received several credit limit increases, the first was from 300 pounds to 1500 pounds, the second was from 1000 pounds to 2500 pounds, and the third was from 3500 pounds to 5500 pounds.  Due to my low income I spiralled into debt, I did not tell anyone and continued to make minimum payments of around 400 pounds for around 6 months but the balance did not go down.
I finally broke down and went to citizens advice, they advised me that Barclays should not have lent me that volume of money due to my low income, and should have done additional checks to make sure that I could afford the lending, which I could not, they advised me to put a complaint in.
I put a complaint in and nothing happened.  They continued to charge me 400 pounds a month and did not respond to the complaint.  I contacted the Financial Omburdsman Service who contacted Barclays, who told me they had not received my original complaint and asked for an additional 8 weeks to look at the complaint, is this the process? the latter I received last time advised me that after me complaining the business only has 8 weeks before I can escalate the complaint?

3) I did not tell anyone about the debt until recently, I told my family and they are currently making the minimum payments for me, the debt is causing my mental health to go decline massively, I have a letter from my doctor which states this, and suggests that Barclays should not pursue the debt as it is causing me to struggle a lot and I keep thinking about it, when I spoke to the financial omburdsman service they said that if my complaint was upheld the likely outcome would be that they would ask them to refund any interest? can they force Barclays to do this? I think this would be a fair outcome as then I could just repay what I owe slowly and have my stress go away?

4) barclays told me they would not allow the financial Omburdsman to look at the complaint until 8  more weeks have passed, can they do this? I contacted the case handler who had been assigned to my case as a priority, and he told me they are going to prioritise the case because I sent them the letters about my vulnerability, I also sent them the original letter I sent to Barclays showing that it has been more than 8 weeks, however Barclays are saying they didn't receive it, The Financial Omburdsman contacted Barclays and asked them to waive interest whilst the complaint is being looked at but Barclays said no, The financial Omhurdsman said he will contact me back by the end of next week, what is going to happen?

5) When I spoke to one of the Barclays representatives  I tried to ask for reasonable adjustments however she was really rude, she told me it was my responsibility to repay my debt and she was fed up with people complaining about unaffordable lending and they should take more responsibility for their own actions, I felt like this is inappropriate, I told her that I have autism and that I am vulnerable, most of the other staff have been sympathetic, I had also sent across my proof of disability at this point, shall I raise a complaint about this, or is there no point?

6) my family are currently making my minimum payments, will that impact my case?

7)  I sent Barclays my autism diagnosis by the post and they said they did not receive it and can I send them a scanned copy which I did, I sent it tracked and it says they did receive it.  It will cost me 10 pounds to get another copy, would I be able to get this back from Barclays?

8) does what I have wrote make sense, and does it sound like Barclays have done anything wrong? I have a tendency to tunnel vision and get stressed about things, since complaining this is all I can think about and it is stressing me out.

9) can Barclays ignore the financial omburdsmans decision, and can barclays tell them they won't let them investigate?

Thanks for the help, sorry this is super stressful.

itchysheep

sorry I don't know how to edit my post, the apr percentage is meant to be 35% and not 60% I was looking at the wrong figure.

itchysheep

Also sorry I forgot to add, when i sent the medical letter I sent a scan of it. Was that okay or should I have sent the original?

Thanks

enthusiasticsaver

itchysheep said:

Hello,

I hope you are well.

(I sometimes struggle to right coherently so I have broken my questions up into smaller questions I hope that is okay)

I have autism, and generally struggle to manage my finances, due to my disability I am unable to earn a lot of money (around 22k/year).  2 years ago I signed up for a credit builder card because one day I want to get a mortgage and believed that this would be the best way to achieve this (I read an online guide saying that using a credit card regularly was the best way to build up a credit score to get a house).  I was approved with a credit limit of 300 pounds at a 60% apr amount.

1)  Around 18 months ago I complained to Barclays (who were my credit builder card company) because there was an unauthorised transaction on my card for around 30 pounds.  Barclays rejected my complaint, however they sent me a letter telling me I could go to the Financial Omburdsman if I was unhappy with their decision. I contacted them back telling them that I had autism and that I wanted to go to the Financial Omburdsman and asked them if they would help me draft a letter to the financial ombudsman so I could get my point across clearly and they for some reason agreed to refund me the 30 pounds and pay me 25 pounds for my inconvenience despite originally rejecting my complaint that there was an unauthorised transaction.  Does anyone know this happened, did they just reject my complaint because they didn't want to refund me and then refund  me because they know my complaint was going to be appealed? 

They probably paid out because they thought the Financial Ombardsman would uphold the complaint and it was a relatively small amount.  They would not help you draft any letter to support a complaint against a decision they made. 

2)  I received several credit limit increases, the first was from 300 pounds to 1500 pounds, the second was from 1000 pounds to 2500 pounds, and the third was from 3500 pounds to 5500 pounds.  Due to my low income I spiralled into debt, I did not tell anyone and continued to make minimum payments of around 400 pounds for around 6 months but the balance did not go down.
I finally broke down and went to citizens advice, they advised me that Barclays should not have lent me that volume of money due to my low income, and should have done additional checks to make sure that I could afford the lending, which I could not, they advised me to put a complaint in.
I put a complaint in and nothing happened.  They continued to charge me 400 pounds a month and did not respond to the complaint.  I contacted the Financial Omburdsman Service who contacted Barclays, who told me they had not received my original complaint and asked for an additional 8 weeks to look at the complaint, is this the process? the latter I received last time advised me that after me complaining the business only has 8 weeks before I can escalate the complaint?

That sounds like an unaffordable lending complaint although technically if the limit was £5500 and your annual income £22k they could argue it was within normal lending limits.  Your disability makes you vulnerable though so if they knew this they should have done additional checks.  The 8 weeks is probably just the amount of time they have to process the complaint.  Is the £400 the minimum payment? 

3) I did not tell anyone about the debt until recently, I told my family and they are currently making the minimum payments for me, the debt is causing my mental health to go decline massively, I have a letter from my doctor which states this, and suggests that Barclays should not pursue the debt as it is causing me to struggle a lot and I keep thinking about it, when I spoke to the financial omburdsman service they said that if my complaint was upheld the likely outcome would be that they would ask them to refund any interest? can they force Barclays to do this? I think this would be a fair outcome as then I could just repay what I owe slowly and have my stress go away?

The Financial Ombardsman decision is legally binding so Barclays will have to accept the decision and comply. 

4) barclays told me they would not allow the financial Omburdsman to look at the complaint until 8  more weeks have passed, can they do this? I contacted the case handler who had been assigned to my case as a priority, and he told me they are going to prioritise the case because I sent them the letters about my vulnerability, I also sent them the original letter I sent to Barclays showing that it has been more than 8 weeks, however Barclays are saying they didn't receive it, The Financial Omburdsman contacted Barclays and asked them to waive interest whilst the complaint is being looked at but Barclays said no, The financial Omhurdsman said he will contact me back by the end of next week, what is going to happen?

You will have to wait until the Financial Ombardsman comes back to you. 

5) When I spoke to one of the Barclays representatives  I tried to ask for reasonable adjustments however she was really rude, she told me it was my responsibility to repay my debt and she was fed up with people complaining about unaffordable lending and they should take more responsibility for their own actions, I felt like this is inappropriate, I told her that I have autism and that I am vulnerable, most of the other staff have been sympathetic, I had also sent across my proof of disability at this point, shall I raise a complaint about this, or is there no point?

Yes I would raise a complaint. That is inappropriate. 

6) my family are currently making my minimum payments, will that impact my case?

7)  I sent Barclays my autism diagnosis by the post and they said they did not receive it and can I send them a scanned copy which I did, I sent it tracked and it says they did receive it.  It will cost me 10 pounds to get another copy, would I be able to get this back from Barclays?

You could ask.  Barclays have not covered themselves in glory by losing things. Why do you need another copy though if they have already received it or are they claiming they still have not received it.  Can you email a scanned copy? 

8) does what I have wrote make sense, and does it sound like Barclays have done anything wrong? I have a tendency to tunnel vision and get stressed about things, since complaining this is all I can think about and it is stressing me out.

9) can Barclays ignore the financial omburdsmans decision, and can barclays tell them they won't let them investigate?

Thanks for the help, sorry this is super stressful.

The answer to your final question is that no Barclays cannot ignore the FO decision and they have to investigate. 

itchysheep

enthusiasticsaver said:

itchysheep said:

Hello,

I hope you are well.

(I sometimes struggle to right coherently so I have broken my questions up into smaller questions I hope that is okay)

I have autism, and generally struggle to manage my finances, due to my disability I am unable to earn a lot of money (around 22k/year).  2 years ago I signed up for a credit builder card because one day I want to get a mortgage and believed that this would be the best way to achieve this (I read an online guide saying that using a credit card regularly was the best way to build up a credit score to get a house).  I was approved with a credit limit of 300 pounds at a 60% apr amount.

1)  Around 18 months ago I complained to Barclays (who were my credit builder card company) because there was an unauthorised transaction on my card for around 30 pounds.  Barclays rejected my complaint, however they sent me a letter telling me I could go to the Financial Omburdsman if I was unhappy with their decision. I contacted them back telling them that I had autism and that I wanted to go to the Financial Omburdsman and asked them if they would help me draft a letter to the financial ombudsman so I could get my point across clearly and they for some reason agreed to refund me the 30 pounds and pay me 25 pounds for my inconvenience despite originally rejecting my complaint that there was an unauthorised transaction.  Does anyone know this happened, did they just reject my complaint because they didn't want to refund me and then refund  me because they know my complaint was going to be appealed? 

They probably paid out because they thought the Financial Ombardsman would uphold the complaint and it was a relatively small amount.  They would not help you draft any letter to support a complaint against a decision they made. 

2)  I received several credit limit increases, the first was from 300 pounds to 1500 pounds, the second was from 1000 pounds to 2500 pounds, and the third was from 3500 pounds to 5500 pounds.  Due to my low income I spiralled into debt, I did not tell anyone and continued to make minimum payments of around 400 pounds for around 6 months but the balance did not go down.
I finally broke down and went to citizens advice, they advised me that Barclays should not have lent me that volume of money due to my low income, and should have done additional checks to make sure that I could afford the lending, which I could not, they advised me to put a complaint in.
I put a complaint in and nothing happened.  They continued to charge me 400 pounds a month and did not respond to the complaint.  I contacted the Financial Omburdsman Service who contacted Barclays, who told me they had not received my original complaint and asked for an additional 8 weeks to look at the complaint, is this the process? the latter I received last time advised me that after me complaining the business only has 8 weeks before I can escalate the complaint?

That sounds like an unaffordable lending complaint although technically if the limit was £5500 and your annual income £22k they could argue it was within normal lending limits.  Your disability makes you vulnerable though so if they knew this they should have done additional checks.  The 8 weeks is probably just the amount of time they have to process the complaint.  Is the £400 the minimum payment? 

3) I did not tell anyone about the debt until recently, I told my family and they are currently making the minimum payments for me, the debt is causing my mental health to go decline massively, I have a letter from my doctor which states this, and suggests that Barclays should not pursue the debt as it is causing me to struggle a lot and I keep thinking about it, when I spoke to the financial omburdsman service they said that if my complaint was upheld the likely outcome would be that they would ask them to refund any interest? can they force Barclays to do this? I think this would be a fair outcome as then I could just repay what I owe slowly and have my stress go away?

The Financial Ombardsman decision is legally binding so Barclays will have to accept the decision and comply. 

4) barclays told me they would not allow the financial Omburdsman to look at the complaint until 8  more weeks have passed, can they do this? I contacted the case handler who had been assigned to my case as a priority, and he told me they are going to prioritise the case because I sent them the letters about my vulnerability, I also sent them the original letter I sent to Barclays showing that it has been more than 8 weeks, however Barclays are saying they didn't receive it, The Financial Omburdsman contacted Barclays and asked them to waive interest whilst the complaint is being looked at but Barclays said no, The financial Omhurdsman said he will contact me back by the end of next week, what is going to happen?

You will have to wait until the Financial Ombardsman comes back to you. 

5) When I spoke to one of the Barclays representatives  I tried to ask for reasonable adjustments however she was really rude, she told me it was my responsibility to repay my debt and she was fed up with people complaining about unaffordable lending and they should take more responsibility for their own actions, I felt like this is inappropriate, I told her that I have autism and that I am vulnerable, most of the other staff have been sympathetic, I had also sent across my proof of disability at this point, shall I raise a complaint about this, or is there no point?

Yes I would raise a complaint. That is inappropriate. 

6) my family are currently making my minimum payments, will that impact my case?

7)  I sent Barclays my autism diagnosis by the post and they said they did not receive it and can I send them a scanned copy which I did, I sent it tracked and it says they did receive it.  It will cost me 10 pounds to get another copy, would I be able to get this back from Barclays?

You could ask.  Barclays have not covered themselves in glory by losing things. Why do you need another copy though if they have already received it or are they claiming they still have not received it.  Can you email a scanned copy? 

8) does what I have wrote make sense, and does it sound like Barclays have done anything wrong? I have a tendency to tunnel vision and get stressed about things, since complaining this is all I can think about and it is stressing me out.

9) can Barclays ignore the financial omburdsmans decision, and can barclays tell them they won't let them investigate?

Thanks for the help, sorry this is super stressful.

The answer to your final question is that no Barclays cannot ignore the FO decision and they have to investigate. 

Thank you.  I hope it goes well for me it is causing my head to spin.  My dr recommended the debt be written off because i am fixating on the debt and it is causing my mental health to decline massively. I have been prescribed meds by the gp due to the stress the debt has caused me. I also am unlikely to ever pay the debt off.  Due to my low income. I am at riso of redundancy and will likely lose my job next week. 

The gp wrote a letter stating all of this. I scanned it in and sent it to the financial ombudsman and to barclays.  Will this letter matter? I thought it would be fairer for them to refund the interest.

Thanks for listening and responding to me

DullGreyGuy

The Financial Ombudsman (FOS) is effectively the consumer dispute resolution arm of the Financial Conduct Authority given its power via FSMA.

To be able to take a complaint to the FOS you must have registered your complaint with the company and either 1) the company has given you their final response or 2) 8 weeks have passed since the complaint was registered, whichever happens first. 

You can contact the FOS beforehand and they can give some basic advice and they can offer to send a letter for you... for most people I'd recommend against doing this having been on the receiving end of many. It's basically a stock letter top and bottom with 3 lines where the call centre agent has to summarise your complaint. I'm sure it's done on a best endeavours basis but clearly 3 lines is not much space to capture a detailed complaint and the agent may well miss what you consider are the main points. 

Once a complaint admissible to the ombudsman you complete their complaint form, normally online these days, and after a few months it is allocated to an adjudicator/investigator. They'll contact you and the company to understand the complaint, get the relevant information from the company and their "defence" and this will result in a ruling. Contary to urban myth this ruling is not binding. Instead both sides will be asked if they accept the decision, if either side doesn't its then escalated to the 2nd level which is an ombudsman (not THE ombudsman) 

The appointed ombudsman then repeats the process basically, they'll come to their own decision. It's this ruling which is binding on the company and they are not asked if they accept it or not as they have no choice. You are asked if you do or dont accept it. 

Whilst the ombudsman's decision is binding on the company there are times when the company still doesn't follow the instructions. Unfortunately the Ombudsman themselves dont take enforcement action. Without wanting to get too complex, given how rare it is, you can effectively go to the courts and ask them to issue a court order based on the ombudsman's decision... this is an administrative process, there is no having to restart the arguments or the company being able to issue a defence etc. Once you've a court order you've various methods of enforcement. 

With two prior clients poor administration, rather than intentionally ignoring the Ombudsman, resulted in court orders being issued. In one case High Court Enforcement Officers turned up to the head office with the intention of seizing equipment and in the other it got as far as a petition for a winding up order almost being granted against a household name insurer, neither cases were for vast sums. 

itchysheep

DullGreyGuy said:

The Financial Ombudsman (FOS) is effectively the consumer dispute resolution arm of the Financial Conduct Authority given its power via FSMA.

To be able to take a complaint to the FOS you must have registered your complaint with the company and either 1) the company has given you their final response or 2) 8 weeks have passed since the complaint was registered, whichever happens first. 

You can contact the FOS beforehand and they can give some basic advice and they can offer to send a letter for you... for most people I'd recommend against doing this having been on the receiving end of many. It's basically a stock letter top and bottom with 3 lines where the call centre agent has to summarise your complaint. I'm sure it's done on a best endeavours basis but clearly 3 lines is not much space to capture a detailed complaint and the agent may well miss what you consider are the main points. 

Once a complaint admissible to the ombudsman you complete their complaint form, normally online these days, and after a few months it is allocated to an adjudicator/investigator. They'll contact you and the company to understand the complaint, get the relevant information from the company and their "defence" and this will result in a ruling. Contary to urban myth this ruling is not binding. Instead both sides will be asked if they accept the decision, if either side doesn't its then escalated to the 2nd level which is an ombudsman (not THE ombudsman) 

The appointed ombudsman then repeats the process basically, they'll come to their own decision. It's this ruling which is binding on the company and they are not asked if they accept it or not as they have no choice. You are asked if you do or dont accept it. 

Whilst the ombudsman's decision is binding on the company there are times when the company still doesn't follow the instructions. Unfortunately the Ombudsman themselves dont take enforcement action. Without wanting to get too complex, given how rare it is, you can effectively go to the courts and ask them to issue a court order based on the ombudsman's decision... this is an administrative process, there is no having to restart the arguments or the company being able to issue a defence etc. Once you've a court order you've various methods of enforcement. 

With two prior clients poor administration, rather than intentionally ignoring the Ombudsman, resulted in court orders being issued. In one case High Court Enforcement Officers turned up to the head office with the intention of seizing equipment and in the other it got as far as a petition for a winding up order almost being granted against a household name insurer, neither cases were for vast sums. 

Thank you for this. The situation is stressing me out

itchysheep

I saw someone comment saying that I cleafly don't want to pay the debt. But the comment dissapeared.  To answer the queations. I do want to pay the debt I have not stopped laying it
 I am paying 300 to 400 a month and the debt isn't going down.  The citizens advise people said i shouldn't have been lent the money.  Although my doctor suggested it be written off i haven't said that i just sent a copy of the letter to barclays and to the financial omburdsman. According to the citisens advice company in these situations my interest should be refunded. Unless i am missinderstanding.

itchysheep

Because barclays are a big company.  Are they likely to ignore a ruling @DullGreyGuy and would i have to go to court against them? 

itchysheep

enthusiasticsaver said:

itchysheep said:

Hello,

I hope you are well.

(I sometimes struggle to right coherently so I have broken my questions up into smaller questions I hope that is okay)

I have autism, and generally struggle to manage my finances, due to my disability I am unable to earn a lot of money (around 22k/year).  2 years ago I signed up for a credit builder card because one day I want to get a mortgage and believed that this would be the best way to achieve this (I read an online guide saying that using a credit card regularly was the best way to build up a credit score to get a house).  I was approved with a credit limit of 300 pounds at a 60% apr amount.

1)  Around 18 months ago I complained to Barclays (who were my credit builder card company) because there was an unauthorised transaction on my card for around 30 pounds.  Barclays rejected my complaint, however they sent me a letter telling me I could go to the Financial Omburdsman if I was unhappy with their decision. I contacted them back telling them that I had autism and that I wanted to go to the Financial Omburdsman and asked them if they would help me draft a letter to the financial ombudsman so I could get my point across clearly and they for some reason agreed to refund me the 30 pounds and pay me 25 pounds for my inconvenience despite originally rejecting my complaint that there was an unauthorised transaction.  Does anyone know this happened, did they just reject my complaint because they didn't want to refund me and then refund  me because they know my complaint was going to be appealed? 

They probably paid out because they thought the Financial Ombardsman would uphold the complaint and it was a relatively small amount.  They would not help you draft any letter to support a complaint against a decision they made. 

2)  I received several credit limit increases, the first was from 300 pounds to 1500 pounds, the second was from 1000 pounds to 2500 pounds, and the third was from 3500 pounds to 5500 pounds.  Due to my low income I spiralled into debt, I did not tell anyone and continued to make minimum payments of around 400 pounds for around 6 months but the balance did not go down.
I finally broke down and went to citizens advice, they advised me that Barclays should not have lent me that volume of money due to my low income, and should have done additional checks to make sure that I could afford the lending, which I could not, they advised me to put a complaint in.
I put a complaint in and nothing happened.  They continued to charge me 400 pounds a month and did not respond to the complaint.  I contacted the Financial Omburdsman Service who contacted Barclays, who told me they had not received my original complaint and asked for an additional 8 weeks to look at the complaint, is this the process? the latter I received last time advised me that after me complaining the business only has 8 weeks before I can escalate the complaint?

That sounds like an unaffordable lending complaint although technically if the limit was £5500 and your annual income £22k they could argue it was within normal lending limits.  Your disability makes you vulnerable though so if they knew this they should have done additional checks.  The 8 weeks is probably just the amount of time they have to process the complaint.  Is the £400 the minimum payment? 

3) I did not tell anyone about the debt until recently, I told my family and they are currently making the minimum payments for me, the debt is causing my mental health to go decline massively, I have a letter from my doctor which states this, and suggests that Barclays should not pursue the debt as it is causing me to struggle a lot and I keep thinking about it, when I spoke to the financial omburdsman service they said that if my complaint was upheld the likely outcome would be that they would ask them to refund any interest? can they force Barclays to do this? I think this would be a fair outcome as then I could just repay what I owe slowly and have my stress go away?

The Financial Ombardsman decision is legally binding so Barclays will have to accept the decision and comply. 

4) barclays told me they would not allow the financial Omburdsman to look at the complaint until 8  more weeks have passed, can they do this? I contacted the case handler who had been assigned to my case as a priority, and he told me they are going to prioritise the case because I sent them the letters about my vulnerability, I also sent them the original letter I sent to Barclays showing that it has been more than 8 weeks, however Barclays are saying they didn't receive it, The Financial Omburdsman contacted Barclays and asked them to waive interest whilst the complaint is being looked at but Barclays said no, The financial Omhurdsman said he will contact me back by the end of next week, what is going to happen?

You will have to wait until the Financial Ombardsman comes back to you. 

5) When I spoke to one of the Barclays representatives  I tried to ask for reasonable adjustments however she was really rude, she told me it was my responsibility to repay my debt and she was fed up with people complaining about unaffordable lending and they should take more responsibility for their own actions, I felt like this is inappropriate, I told her that I have autism and that I am vulnerable, most of the other staff have been sympathetic, I had also sent across my proof of disability at this point, shall I raise a complaint about this, or is there no point?

Yes I would raise a complaint. That is inappropriate. 

6) my family are currently making my minimum payments, will that impact my case?

7)  I sent Barclays my autism diagnosis by the post and they said they did not receive it and can I send them a scanned copy which I did, I sent it tracked and it says they did receive it.  It will cost me 10 pounds to get another copy, would I be able to get this back from Barclays?

You could ask.  Barclays have not covered themselves in glory by losing things. Why do you need another copy though if they have already received it or are they claiming they still have not received it.  Can you email a scanned copy? 

8) does what I have wrote make sense, and does it sound like Barclays have done anything wrong? I have a tendency to tunnel vision and get stressed about things, since complaining this is all I can think about and it is stressing me out.

9) can Barclays ignore the financial omburdsmans decision, and can barclays tell them they won't let them investigate?

Thanks for the help, sorry this is super stressful.

The answer to your final question is that no Barclays cannot ignore the FO decision and they have to investigate. 

Thank you for your response, I did not see it properly originally as I was viewing it on my phone.  Do I just wait for the FO to contact me? also does anyone know the likely outcomes? 

also how do I raise another complaint to barclays? i rang up and they told me I already had an active complaint.  can the FO raise this on my behalf?

QuackCandle

Realistically, I'm not sure Barclays are going to write off a £5k+ debt because someone has Autism.