How to complain
The most important thing is helping you get back on track quickly and easily. We’re sorry you’ve felt you need to complain but letting us know when you are not happy gives us the opportunity to put matters right for you and improve our service for everybody.
No matter how you communicate with us, we’ll listen and act on your needs. As you’d expect, if you complain using the phone or online form to email us, the faster we’ll be able to try to get you back to normal.
For further information relevant to PPI complaints, please refer to www.barclays.co.uk/PPIinformation
Phone
Many of our customers find that the easiest and quickest way to sort things out is by picking up the phone.
- Call our free phone numbers:
- 0800 282 390 1 in the UK
- +44 (0)207 116 7488 1 outside the UK
- 0333 200 2196 2 from a mobile
Online
With today’s busy lifestyles it’s sometimes easier to type out a quick message.
Use our online form to email us.
Letter
Feel free to write things down in a letter but please remember to factor the postal service into our response time.
Write to us at:
Customer Relations
Barclays Bank Plc
Leicester
LE87 2BB
What we need from you
To help us resolve your complaint, we’ll need the following:
- A description of your concern
- What you’d like us to do to put things right
- Your name and address
- A daytime phone number and best time to contact you
- Your account details (for confidentiality reasons, only send your sort code in our online form)
- Any relevant policy numbers and references
Getting back to you
Getting back to you
Once you've contacted us, we'll do our best to resolve any complaints immediately. If we need more time to complete our investigations, we will:
- Let you know who will be looking after your complaint
- Provide you with a reference number
- Keep you regularly updated with our progress
If it looks like our investigations will take more than 8 weeks from when you originally contact us, we will provide you with a written update on our progress. For further information about PPI complaints, please refer to www.barclays.co.uk/PPIinformation
If you're still not happy
If you're still not happy
If for any reason you're not happy with our response, please let the person or team that handled your complaint know so that we can have the opportunity to see if there is anything further we can do. Once we're satisfied we've considered all aspects of your complaint, we will send you our final response.
Taking your complaint further
The Financial Ombudsman Service provides a free, independent service for customers to solve disputes with financial firms. It will only step in once we've had the opportunity to investigate matters, so please contact us first and we will do all we can to help you.
If you're not satisfied with our final response, or if 8 weeks has passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
By phone: 08000 234 567 1
By mobile: 0300 123 9 123 2
Email: complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
