How to complain

We are committed to providing a high standard of service but occasionally we may not live up to our promises. If this happens, we want to hear from you as it gives us the chance to put matters right for you and to improve our service for everyone.

To help us resolve your complaint, we'll need the following:

• Your name and address
  
• Your account number and sort code (for confidentiality reasons, only send your sort code in an email)
  
• A daytime telephone number and any times you would prefer us to contact you
  
• Details of what you're concerned about, including policy numbers and references and copies of any relevant letters and policies

You can share your complaint with your Premier Manager or by contacting Premier Banking in person, by phone or letter:

Telephone: 0800 282 390 ¹ (UK-only free call) or +44 (0)207 116 7488 ²  (from outside the UK).

Letter:
Customer Relations
Barclays Bank PLC
1 Churchill Place
FREEPOST
RTLA-CSUE-TCHC
London
E14 5HP

Email: Complete our email form

Please do not include any confidential information in any emails you send to us. If you need to refer to specific account details, call or write to us instead. We usually reply to your email address but there may be times when we need to get in touch by post, for example when we need to refer to confidential information or send you important documents.

Once you've contacted us we'll do our best to resolve your complaint immediately. 
 

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 eight weeks from when you originally contact us, we will provide you with a written update on our progress.

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 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.

You can also contact the Financial Ombudsman Service but they will only step in once we've had the opportunity to investigate matters for you.

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 eight weeks has passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint.

How to contact them:

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 ³

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk