Terms and conditions for Personal customers

Terms and conditions for Personal customers 1.29 MB ¹

BARCLAYS RETAIL CUSTOMER AGREEMENT

November 2011

1. HOW THIS AGREEMENT WORKS AND WHAT IT COVERS

1.1 This agreement applies to the bank accounts and banking related services we provide in the United Kingdom. It sets out the obligations we have to you, as a personal customer of Barclays Bank, and the obligations you have to us. It is made up of:

(a) the general conditions set out below; and

(b) additional conditions which we will give you.

Additional conditions include our interest rates and charges. Examples of other additional conditions are the notice periods, minimum or maximum balances and other terms which only apply to a particular account or service. We will tell you what the additional conditions are when you open an account or apply for a new service. They may be set out in the application form for the product, on our website or in leaflets (such as leaflets we give you that explain our charges). If the additional conditions conflict with the general conditions, the additional conditions will apply.

1.2 This agreement applies to:

(a) our current accounts, overdrafts and Personal Reserves on current accounts, most savings accounts (including accounts you open under this agreement so that you can hold money for another person, such as a child) and the services we provide which give you access to our banking services, such as card, telephone and online banking services; and

(b) foreign currency accounts. (The amounts paid into a foreign currency account are held for us by a bank we choose in the country of that currency and are subject to any local practices (including working days) and laws. If there is any conflict between local laws and our obligations under this agreement the local laws will apply.

 1.3 This agreement does not apply to

(a) any lending products (other than overdrafts and Personal Reserve) or to any Barclaycard products; or

(b) banking services you ask us to provide for the purpose of a business, club, charity, society or other form of association; or

(c) banking services for professional trustees or personal representatives although we will sometimes agree this agreement can be used for services you need as a trustee or personal representative.

Where this agreement does not apply, you will usually need a separate agreement with us.

1.4 In this agreement:

(a) “we”, “us” and “our” mean Barclays Bank PLC and “Barclays Group” means us, our parent company and any companies we or our parent company totally or partly own at any time;

(b) “you” and “your” mean any customer operating an account with us. If you authorise another person to operate your accounts for you (for example under a power of attorney), we will deal with that person as if he or she were you for the purposes of this agreement but we will only be permitted to use information about you, not that person, under this agreement.

Some other words we use have a special meaning which we explain when we first use them. Condition 17 tells you where to find words which are used in several different places in the agreement. The first letter of these words is in capitals so they are easy to identify.

1.5 You can ask us for a copy of this agreement, any additional conditions and any of the leaflets, for example that contain information about our rates and charges at any time.

GENERAL CONDITIONS

2. CONTACTING EACH OTHER

2.1 We will contact you by post, telephone or electronically using the details you have given us. (When we use the words "electronically" or "electronic" in this agreement we mean any form of message made by any type of telecommunication, digital or IT device (including the internet, digital television, email and SMS).) Certain forms of communication are not completely secure and you must take adequate precautions to ensure that others do not access, read or use your information without your consent.

2.2 It is your responsibility to ensure that we have your current contact details.  Where we are required to send information to you, by law we have to send it to the most recent address we have for you. If you do not tell us promptly about any change to your details, the security of your information could be at risk and you may not receive things which could be important, including notices about changes to this agreement which affect you.

2.3 You can contact us by post or telephone using the details we give you, by visiting a branch, or through electronic banking. (“Electronic banking” means any banking service we offer which you can access by computer or a mobile device which has the necessary functionality, and includes our online banking service.)  You can also contact us by other electronic methods that we agree with you. We will tell you if our details change.

2.4 We may record or monitor telephone calls and monitor electronic communications between us (including emails) for training purposes and so that we can check instructions and make sure that we are meeting our service standards.

3. GIVING US INSTRUCTIONS

3.1 To run your relationship with us under this agreement you will need to give us a range of different instructions.

For example, you may instruct us to:

(a) make payments (for example, by direct debit, cheque or direct transfer) or cash withdrawals (we call this type of instruction a "Payment Order");

(b) give you information about your accounts;

(c) open new accounts or close existing accounts; or

(d) take any other action on your accounts.

This condition explains how you can give us instructions and the steps we will take before we act on any instruction. Condition 4 sets out some additional terms that apply only to Payment Orders.  

3.2 You can normally give us instructions in writing, using a card, by telephone, by online banking or any other electronic method we agree with you, or in person, at a branch. But there may be limits on the way that you can give us instructions. For example, instructions for internet based accounts may have to be given by online banking.  We will make clear when you apply for an account or in any additional conditions if these limits apply. 
 

3.3 Before we will act on an instruction, we will take steps to check that the instruction is:

• genuine (in other words given by you); and

• complete (in other words it contains all necessary information); and.

• clear.

3.4 We will treat an instruction as genuine if:

• it is given in a document (for example a cheque) that has a signature on it which we reasonably believe is your signature; or

• we are satisfied that you are who you say you are when you give us instructions in person, at a branch; or

• where necessary, the “Payment Instrument” we have given you or agreed with you has been used.  

A “Payment Instrument” is personal to you and can be either:

(i) a physical device, like a card; or

(ii) a set of procedures involving, for example, the use of passwords, security keys, cards, personal identifier(s), codes, Personal Identification Numbers (PINs) or biometric data; or

(iii) a physical device and a set of procedures (like a card used with a PIN).

We have different Payment Instruments for telephone and online banking and for using cards and we may introduce new or different Payment Instruments in the future. We may, for example, change the card scheme we use for our cards or the functionality of cards and other devices.  Where the change does not affect the terms of this agreement and is to your advantage we can do this without telling you in advance. 

3.5 You must do all that you reasonably can to make sure that, if the Payment Instrument is a device, it is kept secure, or, if it is a password or PIN (or something similar), it is kept secret.  In particular, it is important that you follow any security instructions we give you.

3.6 You must not give anyone else your Payment Instrument or any information about your Payment Instrument that would enable them to use it. For example, this means you should not store information on a mobile phone, personal organiser, browser or other hardware or software that would allow anyone using the same equipment to see the stored details.  In addition you must:

(a) try to remember any personal identifiers such as a code or PIN; and

(b) destroy the written details we send you and never record them in a way that might be recognised by someone else.

3.7 If you think someone else may be able to use, or has used, your Payment Instrument (because, for example, they have your card, or have found out your password or PIN), you must tell us as soon as you can by telephoning the number displayed in our branches or on your statements, or advised to you from time to time. If we ask, you must give us any information you know about the misuse of the Payment Instrument. We will pass this to the police if we think that will be useful.

3.8 We may stop or suspend the use of a Payment Instrument, if we reasonably consider it necessary:

• to protect the security of the Payment Instrument; or

• because we suspect that there may be unauthorised or fraudulent use of the Payment Instrument; or

• where you have an overdraft or Personal Reserve, because we reasonably believe that there has been a significantly increased risk that you will be unable to repay the overdraft or Personal Reserve.

If we do this we may require you to return Payment Instruments we have given you, such as cards.

3.9 Except where we have agreed with you that we will use a specific payment system, we will send your payments through the payment system we normally use for that type of payment (for example, most immediate sterling payments will be sent through the Faster Payments Service subject to financial limits). We can refuse to act on a Payment Order if the designated beneficiary account is not able to accept payments through the payment system we normally use. In this case we will try to contact you as soon as possible to discuss alternative ways to make the payment (depending on the method used, there may be a charge for using an alternative method).

3.10 We can refuse to act on any instruction (including a Payment Order) or accept a payment into an account if we reasonably believe that:

• by carrying out the instruction we might break a law, regulation, code or other duty which applies to us; or

• any of the conditions set out in conditions 3.3 or 3.4 will not be met.

3.11 We can also refuse to act on any instruction (including a Payment Order) or accept a payment into your account if:
 

• we reasonably believe that doing so might expose us (or another Barclays Group company) to action or censure from any government, regulator or law enforcement agency; or

• it is for a payment to or from, or you are trying to make a card payment in, a limited number of countries. (We will tell you which countries if you ask us or if you try to make a card payment there.)

3.12 Unless the law prevents us from doing so, we will try to contact you to tell you if we refuse to act on any instruction, the reasons for refusing it and what you can do to put right any errors in the instruction.  We will do this at the earliest opportunity and, in the case of a Payment Order, by the time the payment should have reached the bank you asked us to make the payment to.  You can also contact us to find out why we have refused to carry out your instruction.

3.13 We may assume that the information given in an instruction is correct, unless we are aware of an obvious error. In particular, we may assume the account number quoted in any instruction is the correct account number.

3.14 Instructions have to be given by the relevant "Cut-off Time" on a "Working Day". Although some of our branches are open at weekends and we may provide certain electronic and telephone services that can be accessed 7 days a week, we cannot usually act on Payment Orders or make payments into accounts at weekends or on public holidays.  "Working Day", for the purpose of making or receiving payments, therefore means Mondays to Fridays (excluding public holidays).  The Cut-off Time is the time, towards the end of the Working Day, by which we must receive all Payment Orders  and payments into the account (including cash) if they are to be processed that day.  Different Cut-off Times may apply for different currencies.  We will tell you the Cut-off Times for telephone and electronic instructions. You can ask each branch for the Cut-off Time that applies to that branch. If we provide additional services which allow instructions to be given by other means (such as fax) we will tell you the relevant Cut-off Times for those instructions.

4. PAYMENT ORDERS AND PAYMENTS INTO YOUR ACCOUNT

Payments into your account

4.1 You agree that we can deduct any applicable charges from a payment before we add it to your account.

4.2 The timing of payments into your accounts depends on how the payment is made and where it has come from. Although payments made into an account on a non-Working Day will not generally be processed by us until the following Working Day, in certain circumstances (such as where they are made through online banking) they will be shown on your account, and will be available to use, on that day but will be dated the following Working Day. However, where applicable, interest will not begin to be payable until the following Working Day.

(a) Cash payments in sterling or euro in the UK

Cash received by us before the "Cut-off Time" on a Working Day will be available for you to use immediately.

We offer a number of ways for you to pay in cash. When we receive the cash depends on how you pay it in.

If you pay in cash over the counter at the Post Office to your Barclays account, it will be received by us and credited to your account two Working days after the day you pay it in.
 

Cash payments into accounts which are not in sterling or euro can only be made if you have a special arrangement with us.

(b) Cheques (and other paper-based payments payable in sterling and drawn on a UK bank (which includes banks in the Channel Islands, Isle of Man and Gilbralter)

If you send us a cheque or hand it in at a Barclays branch, the funds will be available, and the cheque cannot be returned unpaid as follows:

If you pay in cheques over the counter at the Post Office to your Barclays account, it will take two additional Working Days before the cheque reaches us. The above timescales will apply from the time that the cheque reaches us. 

Where you pay a cheque into a current account, we may make the Funds Available on the same day.  This service is subject to status and limit.  Please ask for further details.

(c) Cheques (and other paper-based payments) not payable in sterling

(i) If you want to pay a cheque into your account and the cheque is in euro or US dollars, we may be able to obtain payment by putting the cheque into the euro or US dollar clearing system.

(ii) If the cheque is drawn on a non-UK bank, you must sign the cheque on the back, using the name given on the front of the cheque, and send it to us or pay it in at a Barclays branch.

(iii) It is not possible to obtain payment for cheques payable by all non-UK banks. If it is possible, we will decide to collect the cheque or negotiate it. If we collect the cheque we will send it to the paying bank for you and we will only pay the amount of the cheque or, if it is in a foreign currency and you do not have an account with us in that foreign currency, the amount of the cheque converted into sterling when we get payment from the paying bank.  The time this takes depends on each bank and the country it is based in.  If we negotiate the cheque we pay the amount of the cheque or the amount converted into sterling, less our charges, into your account before we receive the payment from the paying bank.  We will do this on a date we agree with you.

(iv) Whether we collect or negotiate the cheque, if the bank later returns the cheque or asks for the money to be returned, we will take out of your account the amount we paid in for the cheque. The amount we take out will be different to the amount we paid in if the exchange rate has changed and because we will take out of the account our charges and any costs we have had to pay for trying to get payment for you.

(d) Electronic payments into sterling or euro accounts and made in sterling or euro (for example direct sterling credits into a sterling account)
An electronic payment received by us in sterling or euro before the Cut-off Time on a Working Day will be available for you to use immediately. 
 

(e) Other electronic payments (for example direct credits into an account)
If you ask us, we will tell you when payments other than those listed above will be available for you to use.

General terms for Payment Orders

4.3 When you give us a Payment Order you must:

(a) if the Payment Order is for making a payment to another account, tell us the account name, account number, the sort-code for the account (for payments in the UK) and any other information we ask for so that we can make the payment; and
 

(b) have Funds Available to make the payment at the end of the Working Day before it is due to be made. 

We will assume that you have agreed to us acting on the Payment Order if we have checked that the instruction is genuine. 

4.4 In deciding whether you have Funds Available to make the payment, we:

(a) add together the amount in your account, any overdraft and/or Personal Reserve limit and any cheques paid into your account that we are treating as available for you to use; and

(b) take away the total amount of the payments you have asked us to make from the account which have not yet been paid (including any debit card payments we have authorised).

We do not have to take account of regular credits or any amounts received after we have decided not to make the payment.

4.5 If you try to make any payment from your current account when you do not have Funds Available for it, we will refuse to make the payment.  The only exceptions to this are for payments which fall within small allowances we may make (as explained in our charges leaflets) and for payments we cannot refuse to make, for example a guaranteed cheque or a card payment we did not authorise before it was made.

4.6 If on any day you ask us to make two or more payments from an account but you do not have Funds Available to make all of them, then we will decide which payments to make and which to refuse but we will try to refuse as few as possible so that you pay fewer charges for returning the payments.  We cannot however guarantee to do this and we cannot guarantee that this will result in us making the payments that are most important to you. 

4.7 Sometimes a payment is recalled by the bank that made it (for example, because that bank’s customer did not have enough money for the payment) and sometimes a payment is made into your account by mistake. If this happens, we will take the payment out of your account, even if we allowed you to make a payment or to take cash on the assumption that the payment would not be recalled.  If this results in your account going overdrawn when you do not have an overdraft or Personal Reserve on the account, going into a Personal Reserve or going over the limit we have set for an agreed overdraft or Personal Reserve, you will have to pay our charges as set out in our charges leaflet.

4.8 To make an international payment, we may have to route it through other banks. If this is the case, we will use a bank that is either chosen:

• by us; or

• by a bank in the country the payment is being sent to; and/or

• where you have asked us to make the payment in a foreign currency, by a bank in the country where that currency is the national currency.

4.9 In making an international payment we are acting for you. You must ensure that both you and the person receiving the payment comply with any local laws in relation to the payment.  If you do not do this and, as a result, we have to pay any costs or expenses because we were acting for you in relation to the payment, you must reimburse us for them, and for any losses or costs we reasonably incur, and take any steps necessary to put us in the position we would have been in had we not made the payment for you.

4.10 When you give us an instruction in respect of an international payment, we will ask you for certain information (including the SWIFTBIC or IBAN) to enable us to identify the bank and account into which the payment should be made.  If you do not provide this information or provide additional information which is not required, we will try to obtain the information ourselves or work out what information is relevant and will make an additional charge to cover our costs in doing so. If you provide inaccurate information and the payment goes missing as a result, we will make reasonable efforts to recover the funds and reserve the right to levy an additional charge to cover our costs in doing so. Any additional charge will be notified to you.

Payment Orders (except Payment Orders made by cheque)

4.11 If we receive a Payment Order before the relevant Cut-off Time on any Working Day, we will process it on that day unless you have asked us to make it on a future date specified in your Payment Order, in which case we will process it on that date. Payment Orders and payments received after the Cut-off Time or on (or for) a non-Working Day will be processed on the next Working Day.

4.12 If you are making a payment in an EEA currency to a person with an account at a bank in the EEA, we will make sure that the amount of each payment you ask us to make will reach that person’s bank no later than:

(a) One Working Day after we received your Payment Order, if the payment is to a person with an account:

(i) at a bank in the UK, and the payment is in sterling or euro, or

(ii) at a bank in another country within the EEA, and the payment is in euro; or

(b) 4 Working Days after we received your Payment Order, in all other cases.

The bank receiving the payment from us is required by law to pay it into its customer’s account on the day it receives the payment from us.
(An EEA country is a country in the European Economic Area which is all the countries in the European Union and Iceland, Norway and Liechtenstein.)

4.13 If you are making a payment to a person with an account at a bank not in the EEA or in a currency which is not an EEA currency, we will give you an indication of the date on which the payment should be received by that bank.  This does not mean that the person the payment is being sent to will receive the payment that day. This will depend on the banking practice of the country concerned. 

4.14 If you ask us to make an international payment we will convert it into the currency of the country the payment is being sent to before we send it unless you tell us otherwise.

4.15 We may apply financial and other limits to Payment Orders given using a Payment Instrument or, for payments by card, contactless technology.  We will tell you what these limits are and may change them as long as we give you notice under condition 13.

4.16 To manage our risk, we also apply internal controls, including limits, to certain types of payment.  We change these as necessary but, for security purposes, we do not disclose them. 

4.17 If we receive any Payment Order and:

(a) we are reasonably concerned that it may not have come from you; or

(b) it is for more than a limit we set for security purposes; or

(c) for some other reason, such as suspected fraud, we want to check the Payment Order with you,
we can ask you to confirm it (either in writing or verbally) and will not act on it until you have confirmed it. In this case, you must confirm the Payment Order as soon as possible to avoid any delay by us in acting on it.  We will not make the payment until that information is provided.

4.18 Unless we agree otherwise, when you give us a Payment Order, we will decide, acting reasonably, how the payment will be sent. 

When we can change or cancel Payment Orders

4.19 The position for changing or cancelling Payment Orders is as follows:

(a) Immediate payments: we cannot change or cancel a Payment Order given by telephone or electronically because we start processing it when we receive it.  We cannot cancel a payment made using a card once you have given your consent to make the payment to a third party. This can only be done with the consent of the third party.

(b) Future payments made by debit card: we cannot cancel these payments. You must cancel them by contacting the third party you gave your card details to.

(c) Other payments you have instructed us to make in the future (e.g. payments by standing order and direct debit): you can cancel these payments on or before the last Working Day before the date on which the payment was due to be made.

Refunds for incorrect payments

4.20 If you ask us to make a payment to an account at another bank and that bank says that it did not receive the payment, we will (without undue delay) refund the amount of the payment and return your account to the position it would have been in if the payment had not been made, except in the following cases:

(a) There was a mistake in any of the details contained in the Payment Order you gave us. If this is the case, we will make reasonable efforts to recover the funds.  We will charge you a reasonable amount to cover our costs in doing so.  We will tell you the amount of the additional charge before we take the action.

(b) We can show that the payment was received by the other person's bank. In this case, that bank may be required by law to make the payment immediately to that person.

Refunds of unspecified payment amounts within the EEA

4.21 Where you have agreed that another person can take a payment out of your account (for example if you have given your debit card details to a third party in the EEA for the purpose of making a payment), you can ask us to refund a payment if all the conditions set out below are satisfied. We may ask you to provide information which is reasonably necessary to investigate whether or not you are entitled to the refund.  In addition, you may also find it helpful to contact the person who took the payment from you.  We will refund you the payment within 10 Working Days of receiving your request, or of receiving any further information we have requested, or we will inform you of our reasons for refusing the refund.  The conditions are that:

(a) you made the payment in the EEA;

(b) the authorisation you gave did not specify the exact amount to be paid;

(c) the amount that has been requested was more than you could reasonably have expected to pay, based on the circumstances, including your previous spending patterns; and

(d) you make the refund request within eight weeks of the date when the payment was made from your account.

Direct debit refunds

4.22 If you have instructed us to make payments requested by third parties under the UK Direct Debit Scheme, we will provide refunds for any error made in accordance with the terms of the Direct Debit Guarantee (set out on the Direct Debit form or Direct Debit confirmation).

Payment Orders made by cheque

4.23 You must complete cheques so that they are not easy to alter and you must not put a date on your cheques which is after the date of signature. If you do, we will not be liable for any loss to you as a result of us paying a cheque before the date you have put on it.

4.24 You can stop a cheque before it has been presented to us for payment unless it has been guaranteed. We will make a charge for stopping a cheque on certain accounts.  Please see our charges leaflets for details.

4.25 We may pay a cheque you have written on your account even if it is not sent to us for payment within six months of the date on the cheque.  This means that, if you are asked to write another cheque because the first one you wrote seems to have been lost, you should ask us to stop the first cheque to avoid making the same payment twice.

4.26 If you have a card with a cheque guarantee logo on it and the same sort code as your accounts, you can use it for as long as the cheque guarantee scheme exists (it is expected to end on 30 June 2011); or we tell you otherwise to guarantee cheques on Barclays accounts in your name. The following conditions will apply:

(a) You may only use one guaranteed cheque to pay for any one item. The cheque will not be guaranteed if it is for more than the cheque guarantee limit shown on the card.

(b) You must not write a guaranteed cheque for more than the Funds Available in your cheque account.

(c) You cannot guarantee cheques outside the United Kingdom, the Channel Islands, Isle of Man and Gibraltar.

As we are required to pay all cheques that meet these conditions, you risk making a payment twice if you issue a replacement for a guaranteed cheque without having the original returned to you.

5. BORROWING FROM US

5.1 If you think that you may occasionally need to borrow on your personal current account, you must ask whether we can set up an overdraft and/or a Personal Reserve.

(a) An overdraft allows you to borrow up to the limit we agree, if you would not otherwise have the Funds Available on your account to make a payment or a cash withdrawal. You can have an overdraft with or without a Personal Reserve on your account.  When you set up an overdraft we will tell you if there is an arrangement fee or any other fee. The fee (if any) and interest rates will be set out in our rates and charges leaflets.
(b) A Personal Reserve is a service we can provide instead of, or in addition to, an overdraft. It gives you an amount you can borrow up to a pre-agreed limit in return for a Personal Reserve Usage fee as follows:

(i) If your balance at the end of a Working Day goes into your Personal Reserve by exceeding your overdraft limit by more than £1 (or, if you do not have an overdraft, by going overdrawn by more than £1) we will charge you a Personal Reserve Usage fee. 

(ii) The Personal Reserve Usage fee allows you to make payments and cash withdrawals from your account up to your Personal Reserve limit without any further charge for five Working Days in a row (including the Working Day you first use your Personal Reserve). 

(iii) On the first Working Day after that period we will charge the Personal Reserve Usage fee again unless your account is in credit or the amount you owe us is within an overdraft limit.

(iv) We will contact you each time you incur a Personal Reserve Usage fee.

(v) We will not charge interest on any amount you borrow within your Personal Reserve.

(vi) Personal Reserve is only available on sterling accounts and is not available on current accounts which are linked to other accounts, such as mortgage accounts.

We do not have to agree an overdraft or Personal Reserve but, if we do, we will tell you the limits, interest rates and charges that apply and we will confirm these details to you in writing. All borrowing facilities are subject to status.

5.2 Overdrafts and Personal Reserves are only for short term borrowing. You should make regular payments into your account so that the amount you owe us is reduced. If you do not do this, we can require you to do so. Unless we tell you, or agree with you otherwise, any sum paid in to your account will be used to repay any amounts you owe us in the following order:

(i) firstly, our fees;

(ii) secondly, your Personal Reserve (where you have used a Personal Reserve and whether or not you also have an agreed overdraft with us); and

(iii) thirdly, your overdraft (including interest).

You cannot make a payment into your account to repay a particular payment or type of payment or to reduce the amount you owe us in any different order.

5.3 We will review your overdraft and/or Personal Reserve limit regularly and may increase or decrease it (including removing it entirely). If we do, we will tell you in advance under condition 13 unless condition 5.4 applies. 

If we reduce or remove your limit, you will have to pay our charges for returning payments and/or for making guaranteed payments if you subsequently attempt to exceed your revised limit.

5.4 If you have an overdraft and/or Personal Reserve on an account and there have been no payments into or out of that account for a period of 12 months, we will assume you do not want the overdraft and/or Personal Reserve and we will cancel it.

5.5 Unless we have specifically agreed otherwise with you, we may require you to repay any or all of your overdraft and/or Personal Reserve at any time. Wherever possible, we will give you advance notice of repayment but we do not have to give advance notice.  If you have a foreign currency account, you must repay any overdraft on it by making a payment in the relevant foreign currency, at the bank we use for our foreign currency accounts (we will tell you which bank this is). Until you repay us in full we will charge interest and fees (as applicable) at the rates set out in our additional conditions both before and after any court order in our favour for repayment.

5.6 If you make a payment we cannot refuse to pay and you do not have Funds Available on your account to pay it, the payment will take your account overdrawn or over your agreed overdraft or Personal Reserve limit and you will be charged a Guaranteed Transaction Fee.  Our interest rates and any fees are set out in our rates and charges leaflets. 

6. INTEREST AND CHARGES
General provisions relating to interest and charges

6.1 We generally work out interest at the end of each day taking into account Payment Orders we have carried out that day for you and payments received into your account. If we work out interest differently on a particular product, we will tell you in the additional conditions for that product.

6.2 We add interest we owe you to your account (or another account we agree with you) and take interest and charges you owe us out of your account (or another account we agree with you). We will tell you in our rates and charges leaflets when these will be taken from or added to your account. 

When interest is payable on interest-bearing accounts

6.3 When we start to pay interest on payments made into the account depends on how the payment is made and the account you are paying it into.

If you pay in cash or cheques over the counter at the Post Office to your Barclays account, it will take two Working Days for the funds to be received by us. Interest will be payable on cash, and on cheques paid into a savings account, from the day we receive them. Interest will be payable two Working Days later on cheques paid into accounts other than savings accounts.

6.4 Because we treat payments as added to your account for the purpose of working out interest before we have actually received the amount of the payment, the amount shown on your statement is not always the same as the amount which is available for you to use under condition 4.

6.5 We will deduct tax at the basic rate on interest before we pay it to you unless we are permitted by law to pay interest without deducting tax.  We will only pay interest without deducting tax under this condition if we have received a request from you and you have completed the appropriate documents. 

Charges

6.6 If you try to make any payment from your current account and we refuse to make it because you do not have the Funds Available for it (as set out in condition 4 or 5) we will charge you a fee for our service of considering the requested payment and for dealing with the bank the payment would have been sent to. We call this a Returned Transaction Fee. However, if the payment falls within any of the small allowances we may make (set out in our charges leaflets), we will not refuse the payment or charge a Returned Transaction Fee.

6.7 If you do not have Funds Available for a payment but we cannot refuse to pay it because we have guaranteed the payment to a third party (for example where we are asked to pay a guaranteed cheque), we will charge a Guaranteed Transaction Fee for the service of guaranteeing this payment for you.

6.8 The number of Returned Transaction Fees and Guaranteed Transaction Fees we charge on any one Working Day may be limited. Details will be set out in our charges leaflets.  We will let you know in advance before we take a Returned Transaction Fee or Guaranteed Transaction Fee from your account.

6.9 In addition to the charges set out above, we will charge for other services you use (for example copies of statements, transaction charges on some types of payment and charges for our borrowing services) as set out in our rates and charges leaflets. We may vary the interest rates and charges for our services under condition 13.

6.10 There may be other taxes or costs that are not paid through us or imposed by us that you have to pay in connection with your account.

Exchange rates and charges on foreign currency payments

6.11 If you ask us to make a payment in a foreign currency, and the payment is in euro or another EEA currency, or we receive a payment into your account in euro or another EEA currency, we will use our reference exchange rate for that currency. Our reference exchange rates are available on our website, in our branches and through telephone and/or online banking.  If there are any additional charges, we will set them out in our charges leaflets or tell you what they are when you ask us to make the payment.

6.12 If you ask us to make a payment in any other currency, we will tell you our charges and what the rate will be, or give you an indication of the rate, when you ask us to make the payment.

6.13 All card payments made in a currency other than sterling will be converted into sterling by the card scheme (e.g. Visa or MasterCard) on the date it processes the transaction, using the exchange rate it uses for all sterling based accounts (this rate is available on request), and a percentage commission which we set on the amount of the payment. This rate may not be the same as the rate that applied on the date the transaction was made, if the payment is processed by the card scheme after that date.

7. INFORMATION WE MUST GIVE YOU AND YOU MUST GIVE US

7.1 We will make information about individual payments paid into and out of your account available through telephone or online banking or, if you have a current account, by providing or making available regular statements.  If you ask us for information by telephone banking, we will also give you the details we provide in writing, by post or email, if you ask us to. The information will include details of any interest payable, and details of any charges made or exchange rates used in relation to the transaction.

7.2 You are responsible for checking the information we give you and must tell us as soon as you can if it includes something which appears to you to be wrong or if a payment was not made in accordance with your instructions.

8. SET OFF

8.1 If:
(a) we owe you money on a current, savings or other account under this agreement or another agreement with us; and

(b) you have failed to pay us any amount you owe us on an overdraft, Personal Reserve, credit card, personal loan (including a mortgage) or any other credit agreement you have with us,

we may use the money we owe you to reduce or repay the amount you owe us. This is called a right of "set off". We can use our set off right without telling you in advance if we reasonably think you will do something to prevent us from obtaining repayment by set off. If you have told us that money you hold on an account in your name is not yours, but someone else’s, we will not use the set off rights we have under this agreement against the money in that account.

8.2 We can use our set off right where you have accounts which are only in your name as well as joint accounts as shown in the example below:

8.3 We can also set off amounts we owe you against amounts you owe other companies in the Barclays Group and set off amounts other companies in the Barclays Group owe you against amounts you owe us (unless prevented by insolvency law).

8.4 If we are legally required to hold money in an account in your name for someone else, or pay it to someone else, then unless otherwise required by law we will only hold for, or pay to, that person what is left after we have used our set off rights to repay what you owe us.

9. JOINT ACCOUNTS

9.1 Where more than one of you has a joint account with us, the following conditions will apply:

(a) Each of you is separately responsible for complying with the terms of the agreement and you are separately and jointly liable for money owed to us.  This means that we have the right to demand repayment of the full amount owed to us, and not just a share of it, from all or any of you.

(b) Any of you can independently give us instructions in relation to your joint accounts, including giving Payment Orders to withdraw some or all of the money in an account, changing contact details or methods, or applying for new products or services.  Any instruction given by one of you will commit the rest of you.

(c) If there is a dispute between you which we know about, we may insist that both or all of you authorise instructions to us.

(d) We will contact only one of you unless there is a specific legal requirement to contact all of you.  You can tell us which of you to contact, but if you do not do so, we will contact the first person listed on our records.  The person we contact is responsible for sharing the information we send with the other account holders. (However, if you have a joint account and each of you lives at a different address, you can ask us to provide statements to each of you.)  In particular you agree that we can give only one of you information that we are required to give you before you enter into an overdraft or Personal Reserve.

(e) If one of you dies, the survivor(s) may continue to operate the account and if there is more than one survivor, the provisions of this condition 9 will continue to apply to the account.

10. USING INFORMATION ABOUT YOU 

10.1 In order to provide you with products and services we need to collect, use, share and store personal and financial information about you (“your information”). This may include information you provide relating to your health and lifestyle. This includes information which we:

• obtain from you or from third parties, such as employers, joint account holders, credit reference agencies (who may check the information against any particulars on the Electoral Register and any other database (public or private) which they have access to), fraud prevention agencies or other organisations, when you apply for an account or any other product or service, or which you or they give to us at any other time; or
• learn from the way you use and manage your account(s), from the transactions you make such as the date, amount, currency and the name and type of supplier (e.g. supermarket services, medical services, retail services) and from the payments which are made to/from your account.

10.2 Where you provide personal and financial information relating to others (e.g. dependants, joint account holders) for the purpose of opening or administering your account you confirm that you have their consent or are otherwise entitled to provide this information to us and for us to use it in accordance with this agreement.

10.3 We and other companies in the Barclays Group will use your information to manage your account(s), give you statements and provide our services, for assessment and analysis (including credit and/or behaviour scoring, market and product analysis and market research), to prevent and detect fraud, money laundering and other crime, carry out regulatory checks and meet our obligations to any relevant regulatory authority, and to develop and improve our services to you and other customers and protect our interests (which may include activities where we, or third parties on our behalf, provide you with gifts or gestures of goodwill). We and other companies in the Barclays Group may also use your information for market and product analysis in order to generate statistical reports which may be shared with external non-Barclays companies for their own use. These reports are aggregated and will not contain any information that identifies you.

10.4 We and other members of the Barclays Group will use your information to inform you by letter, telephone, text (or similar) messages, digital television, e-mail and other electronic methods, about products and services (including those of others) which may be of interest to you. You may tell us at any time if you do not wish to receive marketing communications from us and other members of the Barclays Group by writing to us or by visiting your local branch and providing your full name, address and account details and the types of communication that you no longer wish to receive (e.g. mail, telephone or email).

10.5 We and credit reference and fraud prevention agencies will share your information. We and other organisations, including law enforcement agencies, may access and use this information to make credit assessments and to prevent and detect fraud, money laundering and other crimes. The information recorded by fraud prevention agencies may be accessed and used by organisations in the UK and other countries. Please contact us if you want to receive details of the relevant fraud prevention agencies. Examples of circumstances when your information or information relating to your partner or other members of your household may be accessed and/or shared include:

• checking details on applications for products and services;

• managing credit and credit related accounts or facilities;

• recovering debt;

• checking details on proposals and claims for all types of insurance; and

• checking details of job applicants and employees.

In addition if you borrow from us we will share information about you and how you manage your borrowing with credit reference agencies.

10.6 Information held about you by the credit reference agencies may already be linked to records relating to your partner or members of your household where a financial “association” has been created. Any enquiry we make at a credit reference agency may be assessed with reference to any “associated” records. Another person’s record will be associated with yours when:

• you make a joint application;

• you advise us of a financial association with another person; or

• if the credit reference agencies have existing, linked or associated records. This association will be taken into account in all future applications by either or both of you and shall continue until one of you applies to the credit reference agencies and is successful in filing a ‘disassociation’.

10.7 We do not give information about savings accounts to credit reference agencies.

10.8 Credit reference agencies keep a record of our enquiries and may record, use and give out information we give them to other lenders, insurers and other organisations. Credit reference agencies may also use your information to undertake periodic statistical analysis, testing and development to develop and ensure the integrity of their existing and future products and services.

10.9 We may give information about you and how you manage your account to the following:

(a) Other companies within the Barclays Group and our relationship partners.

(b) Companies and organisations who provide a service to us or are acting as our agents (including their sub-contractors), on the understanding that they will keep the information confidential.

(c) Companies and organisations that assist us in processing transactions you make (including but not limited to payment processing service providers) and in providing value added services that you have requested.

(d) Your advisers (including but not limited to accountants, lawyers, financial advisers or other professional advisers) where authorised by you and to any other person notified by you as authorised to give instructions or to use the account or products or services on your behalf.

(e) In order to make or receive some payments, the details of the payment (including information relating to those involved in the payment) may be received from or sent abroad, where it could be accessible by overseas regulators and authorities in connection with their legitimate duties (e.g. the prevention of crime). In instructing us to make payments you agree to this on behalf of yourself and others involved in your payments.

(f) Anyone to whom we transfer or may transfer our rights and duties under this agreement.

(g) Any third party as a result of any restructure, sale or acquisition of any company within the Barclays Group, provided that any recipient uses your information for the same purposes as it was originally supplied to us and/or used by us.

Otherwise we will keep information about you confidential unless we have a duty to disclose it or law or regulation allows us to do so for legitimate business purposes.

10.10 If we transfer your information in accordance with condition 10.9(a), (b) and (f) to a person, office, branch or organisation located in another country, we will make sure that they agree to apply the same levels of protection as we are required to apply to your information and, where appropriate, to use your information strictly in accordance with our instructions.

10.11 We will retain information about you after the closure of your account, or if your application is declined or abandoned, for as long as permitted for legal, regulatory, fraud  and other financial crime prevention and legitimate business purposes.

10.12 You can ask for a copy of the information we hold about you by writing to us. A fee will be charged for this service.

11. OUR LIABILITY TO YOU AND YOUR LIABILITY TO US

Unauthorised Payments

11.1 Subject to condition 11.2, if you confirm to us that a payment from your account was not authorised in accordance with the conditions of our agreement, we will immediately refund the amount deducted and return your account to the position it would have been in if the unauthorised payment had not taken place. This means, for example, that we will pay any interest due to you on the amount incorrectly deducted and/or refund interest or charges which we deducted as a result of the unauthorised transaction being applied to your account. We will have no further liability to you.  We may ask you to confirm in writing that you did not authorise the transaction.  If we subsequently discover that you were not entitled to a refund, we shall treat the refund as a mistake and be entitled to reapply the transaction, including any interest and charges, to your account.

11.2 If there are reasonable grounds for thinking that you may not be entitled to a refund, we may investigate before giving you a refund. Any investigation will be carried out as quickly as possible in the circumstances and, unless we can show that the transaction was authorised by you or that you are liable for the transaction under condition 11.3, we will immediately refund the amount deducted and return your account to the position it would have been in if the unauthorised payment had not taken place.

11.3 However:

(a) if you have acted fraudulently, you will be liable for all payments made from your account; and

(b) if the payment was made because you deliberately or with gross negligence failed to keep your Payment Instrument secure or your passwords (or similar) secret, you may be liable for all payments on your account(s) that take place until you tell us (as required by condition 3.7) that your Payment Instrument has been lost or your passwords (or similar) have become known to someone else. After you have told us you will not have any further liability for unauthorised payments.

General

11.4 We will not be liable to you for any losses you suffer or costs you incur because:

• we do not act on a Payment Order for any reason specified in this agreement;

• the details contained in the Payment Order were not correct; or

• we break this agreement due to abnormal and unforeseeable circumstances outside our control where we could not avoid breaking this agreement despite all efforts to the contrary - this may include, for example, a machine, electronic device, hardware or software failing to work or being down for a period, industrial disputes and complete or partial closure of any payment system.

11.5 Unless condition 11.3 or 11.4 apply, or a different level of liability is imposed by law, we will be liable to you for any loss, injury or damage caused to you as a result of any failure or delay in carrying out your Payment Order (however caused), but we will not be liable to you in any circumstances for:

• loss of business, loss of goodwill, loss of opportunity, loss of profit; or

• any loss to you that we could not reasonably have anticipated when you gave us an instruction under this agreement.

11.6 Nothing in this agreement will exclude or limit any liability we have as a result of acting fraudulently or with extreme carelessness or any duty or liability we may have to you under applicable law or any liability that cannot lawfully be excluded.

12. BREACH OF THESE CONDITION

12.1 If you break any of the conditions of this agreement, we can claim from you any losses or costs that we reasonably incur as a result of your breach. These include, but are not limited to, the costs of tracing you, telling you about, and taking steps to deal with, the breach, communicating with you about the breach and enforcing payment of any amount due to us. We can claim these amounts as well as recover from you all amounts that you already owe us (such as the amount outstanding on any overdraft or Personal Reserve we have made available to you, or any charges for our services that you have not yet paid).

13. CHANGING THE TERMS OF THIS AGREEMENT

13.1 In this Condition 13:

(a) a "personal notice" means any notice sent to you by post or electronically;

(b) a “reference exchange rate” is a rate for converting one currency into another which we set and make publicly available or comes from another publicly available source (such as a rate set by Visa or MasterCard);

(c) a "reference interest rate" is a rate which is not set by us and is publicly available so that you can find out what it is and check it independently, examples are the Bank of England Base Rate and a rate which is based on a basket of rates offered by other banks or lenders;

(d) a "regulatory requirement" is any obligation (i) we have to comply with under any law or regulation (including any rules made by the Financial Services Authority, Office of Fair Trading or other regulatory body), or as result of a decision by a court, ombudsman or similar body, or (ii) under any industry guidance or codes of practice which we follow.

13.2 We will tell you when you apply for a product or in the additional conditions for your account if you have a Barclays tracker rate or a Barclays fixed rate and what it is. A "Barclays tracker rate" is a rate which moves in line with changes to a reference interest rate, either indefinitely or for an agreed period. A "Barclays fixed rate" is a rate that we will not change or which we will not change for an agreed period. If we do not tell you that you have a Barclays tracker rate or a Barclays fixed rate on an account, you will have a "Barclays managed rate". A Barclays managed rate is a rate we set and can change.

Terms that apply only to changing tracker rates

13.3 If you have a Barclays tracker rate on an account, that rate will change automatically on a change in the reference interest rate. This will happen either immediately after the reference rate has changed, or within a set number of days, or on a particular day in the month, for example the first Working Day of the following month and we will tell you this in the additional conditions for the account.  Whenever the rate changes, we will make the new rate available on our website, in branches and through online and telephone banking within 3 Working Days of the change.

Terms that apply only to changing exchange rates

13.4 Unless we have agreed a Barclays fixed rate with you for a particular transaction, the exchange rate used to convert foreign currency payments into or out of your account will be the reference exchange rate that we have told you will apply (or will be at a margin above or below that rate if we have told you that is the case).  We may apply changes to the reference exchange rate immediately and without notice.

13.5 If the reference exchange rate used in foreign currency payments is set by us, we can change that reference exchange rate at any time. 

Terms that apply only to changing Barclays managed rates

13.6 If you have a Barclays managed rate, we may change that rate if at any time there is a change (or we reasonably expect that there will be a change):

(a) in the costs we incur in providing the account (including funding costs if relevant); or

(b) in regulatory requirements.

Where we make a change to comply with a regulatory requirement, the change will be a fair proportion of the cost of compliance on our banking business, as reasonably estimated by us.  Other changes will respond proportionately to changes in our costs.  We will not change a Barclays managed rate and our charges to cover the same cost twice.

13.7 We may also change a Barclays managed rate for a valid reason which is not set out in this condition 13.

13.8  Such changes may be made without notice if the change is favourable to you.  We will make the new rate available on our website, in branches and through online and telephone banking, and may also make them available in the press, within 3 Working Days of the change.  We will give you at least two months personal notice of other changes to a Barclays managed rate in accordance with condition 13.15.

Changes to our charges

13.9 If we provide a new service or facility in connection with an account (including any benefits or services provided as part of an account package), we may introduce a new charge for providing you with that service or facility.   

13.10 We may change our charges or introduce a new charge if there is a change in (or we reasonably expect that there will be a change in):

(a) the costs we incur in carrying out the activity for which the charge is or will be made; or

(b) regulatory requirements.

Any change or new charge will be a fair proportion, as reasonably estimated by us, of the impact of the underlying change on the costs we incur in our banking business.

13.11 We may also change our charges for a valid reason which is not set out in this condition 13.

Changes to other terms

13.12 We may upgrade your account or enhance the services we provide to you if we reasonably consider this is to your advantage and there is no increased cost to you.

13.13 We may also change any of the other terms of this agreement for any of the following reasons:

(a) where we reasonably consider that:

• the change would make the terms easier to understand or fairer to you; or

• the change would not be to your disadvantage; or

(b) to cover:

• the improvement of any service or facility we supply in connection with the account;

• the introduction of a new service or facility;

• the replacement of an existing service or facility with a new one; or

• the withdrawal of a service or facility which has become obsolete, or has ceased to be widely used, or has not been used by you at any time in the previous year; or

(c)  to enable us to make reasonable changes to the way we look after your accounts as a result of changes in:

• the banking or financial system;

• technology; or

• the systems we use to run our banking business; or

(d) as a result of a regulatory requirement (or where we reasonably expect that there will be a change in a regulatory requirement).

Terms that apply to all changes

13.14 As long as you are able to end the agreement without charge (or we agree to waive any charge that would otherwise apply), we may change any of the terms of this agreement (including a Barclays managed rate, the amount by which a Barclays tracker rate differs from a reference interest rate and our charges) for any reason not listed above, but we will not change a fixed or bonus rate on an account for as long as we have agreed to keep it fixed.

Notifying you of changes

13.15 We will give you at least 2 months’ personal notice of all changes, except the changes to interest and exchange rates which we can make without notice as set out above in conditions 13.3, 13.4 and 13.8.  When we tell you about a change we will tell you the date it comes into effect.  As long as notice of a change is given to you at the most recent address we have for you, you will be treated as accepting the change on that date unless, before then, you tell us that you want to terminate your agreement with us and not accept the change.  We will not make any termination charge, if you terminate your agreement in this case.

Changes for specific regulatory requirements

13.16 Some of the terms of this agreement reflect our understanding of regulatory requirements that will not have been published when this document is printed. If we find that any term is inconsistent with a regulatory requirement which is published after this document is printed, we will not rely on that term but will treat it as if it did reflect the relevant regulatory requirement. If we need to make operational changes before we can fully comply with the new regulatory requirement, we will make those changes as soon as reasonably practicable.  We will update our terms and conditions to reflect the new regulatory requirement when they are next reprinted.

14. ONLINE BANKING

14.1 We will take reasonable care to ensure the security of and prevent unauthorised access to our online banking services.

14.2 In exceptional circumstances, we may at any time suspend the operation of online banking but we will promptly notify you of any such suspension.

14.3 You must:

• follow the procedures and instructions in the user guidance that we give you from time to time, including using PINsentry or any other authentication device we give you where required;

• not attempt to change any software provided by us;

• not copy or allow any third party to use or copy any software provided by us without our consent; and

• tell us as soon as you can if you become aware of any failure, delay, malfunction, virus or error in the sending or receiving of instructions or any suspected fraud.

14.4 You should also ensure your computer, modem or any other device you use complies with the standards and requirements we tell you from time to time and carry out your own regular virus checks and security updates.

14.5 If you use our online banking service outside the UK you do so at your own risk, as it may be against the law in that country.

14.6 Unless we tell you otherwise, any software, hardware or devices we provide to you in connection with online banking is licensed to you.  The copyright and all other rights in it and in any user guides or other information we provide to you, remains owned by us or by the person who licenses it to us (if applicable).  You must use it exclusively in connection with this agreement and as described in any user guide or other information we provide to you.  You will obtain no rights, title or interest in any such materials or intellectual property rights relating to them.

14.7 The records we maintain of any online messages, instructions, payments or other transactions will be final evidence of those messages, instructions, payments or other transactions and of the time they are given or carried out except where there is an obvious mistake.

14.8 You are responsible if, when you use our online banking service, you give us incorrect instructions or mistakenly instruct us to make the same payment more than once.

15. ENDING THIS AGREEMENT, CLOSING YOUR ACCOUNT AND ENDING A SERVICE

15.1 You can close an account, stop receiving any service for which you applied separately or end this agreement completely by telling us. We may ask you to confirm this in writing. If you end this agreement, you will not be able to make further use of your accounts but we will not close them until you have returned any Payment Instrument we have given you (such as debit cards, PINsentry devices and online banking software) and any unused cheques and you have repaid any money you owe us, including the amount of any cheques, card transactions or other Payment Orders you have made, which have not been taken out of your account.

15.2 We can close an account, stop providing any service for which you applied separately or end this agreement by telling you in writing. We can also give you a new account number and/or transfer your account to another branch if we close or combine branches, in which case we will give you at least 2 months notice. Any benefit or services we provide in relation to particular accounts will end as soon as your account is closed. If we decide to close an account, stop providing a service or end this agreement, we will give you at least 2 months' notice unless we can end the agreement immediately for any of the reasons set out below.

15.3 We may end this agreement, stop providing services or close your accounts immediately if we reasonably believe that you have seriously or persistently broken any terms of this agreement or any additional conditions including by:

• giving us any false information at any time;

• using (or allowing someone else to use) the account illegally or for criminal activity;

• inappropriately authorising a person to give instructions on your account to operate it;

• behaving in a manner (for example by abusing people who work for us) that makes it  inappropriate for us to maintain your account;

• putting us in a position where we might break a law, regulation, code or other duty which applies to us if we maintain your account.

15.4 We may also end this agreement (and stop providing services and close your accounts) immediately if we reasonably believe that maintaining your account might expose us (or another Barclays Group company) to action or censure from any government, regulator or law enforcement agency.

15.5 We may take action immediately to close an account or stop providing a service, without terminating the agreement, if we discover, after opening it, that you are not eligible for that account or service.

15.6 When you close an account it is your responsibility to cancel any direct payments to or from your account. Where someone attempts to make a payment into an account which has been closed, we will take reasonable steps to return the payment to the sender.
 

16. GENERAL INFORMATION

16.1 Unless we have made a different agreement with you, these conditions are governed by English law. Any banking terms and conditions implied by law will also apply to our relationship with you. The law that will apply to the establishment of our relationship will be the same as the law that governs these conditions.

16.2 This agreement is in English and we will only write and communicate with you in English.

16.3 If we choose not to exercise rights against you immediately we can still do so later.

17. WORDS WITH SPECIAL MEANINGS

The list below tells you where you can find words with special meanings that are used in several different places in this agreement.

(a) “Cut-off Time”: condition 3.14;

(b) “EEA”: condition 4.12;

(c) "Funds Available": condition 4.4;

(d) "Payment Instrument": condition 3.4;

(e) "Payment Order": condition 3.1(a);

(f) “Working Day”: condition 3.14.

COOLING OFF

If you are not happy with your account, you have a 14 day period in which to contact us to cancel your account or switch to another account.  This period begins on the date your account is opened or the date you receive your terms and conditions and other account information, whichever is the later.  If you contact us within this period to cancel or switch your account, we will refund any account fees you may have paid. However, if you cancel or switch your account at a later date, you will not be refunded the account fees that you have paid.  If you wish to cancel or switch your account, you should tell us by writing to Barclays Bank PLC, Leicester Servicing Centre, Leicester LE87 2BB.

FINANCIAL SERVICES COMPENSATION SCHEME
Barclays Bank PLC is a member of the Financial Services Compensation Scheme (FSCS) established under the Financial Services and Markets Act 2000.
Further details of the Scheme are set out in our charges leaflet or are available on request from the Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN. Helpline 020 7741 4100. Website www.fscs.org.uk

YOUR FEEDBACK

We want to hear from you if you feel unhappy with the service you have received from us. Letting us know your concerns gives us the opportunity to put matters right for you and improve our service to all our customers.

You can complain in person at your branch, in writing, by email or by telephone. A leaflet detailing how we deal with complaints is available on request in any of our branches, from the Barclays Information Line on 0800 400 100   ² or at www.barclays.co.uk. Alternatively you can write to Barclays, Leicester LE87 2BB.

If we do not resolve your complaint internally to your satisfaction, you may be able to refer it to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR (Tel: 0845 080 1800). The Financial Ombudsman Service is an organisation set up by law to give consumers a free and independent service for resolving disputes with financial firms. Details of those who are eligible complainants can be obtained from the Financial Ombudsman Service.