How we'll respond to your complaints
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.
For further information relevant to PPI complaints, please refer to www.barclays.co.uk/PPIinformation
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 2
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk