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Information about our current account services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

Opening an account

To open any of our accounts a new customer will need to provide us with the documents and information set out at www.barclays.co.uk/current-accounts/what-do-i-need-to-open-a-bank-account/. We may request additional information or documents in individual cases.

How you can open an account

You can open an account:

Without visiting a branch1

In some cases

Where a visit to a branch is required, without an appointment2

In some cases

By sending us documents and information electronically

In some cases

By post

No

How and when you can contact us to ask about the following things: 3

How and when to contact us

24-hour help?4

Telephone

Internet banking5

Mobile banking 6 7 

Contact details

0345 734 5345

The Barclays app, available from: iTunes App Store or Google play app store

Checking the balance and transactions 

Yes

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money within the UK, including setting up a standing order 

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money outside the UK

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Paying in a cheque

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Cancelling a cheque

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Cash withdrawal in a foreign currency outside the UK 

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm
 

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Third-party access to an account, for example under a power of attorney

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Problems using internet banking or mobile banking

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Reporting a suspected fraud incident or fraudulent transaction 

Yes

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Progress following an account suspension or card cancellation, e.g. following a fraud incident

Yes

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Account opening, including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

Yes

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, online, in the Barclays app or in one of our branches.

In addition to the channels listed above, customers can contact us Monday to Friday from 7am to 8pm, and from 9am to 5pm at weekends and on bank holidays for some services through Video Banking and X (formerly Twitter)

How and when you can use your bank account to do the following things:

How and when you can use your bank account

Telephone banking 

Internet banking

Mobile banking

Checking the balance

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Accessing transaction history

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money within the UK 

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Setting up a standing order

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Sending money outside the UK

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Monday to Sunday, 24 hours

Paying in a cheque

Not possible

Not possible

Monday to Sunday, 24 hours 8

Cancelling a cheque

Monday to Friday, 7am to 8pm
Saturday, 9am to 5pm

Monday to Sunday, 24 hours

Not possible

Note: This is a list of common actions – it does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Information about operational and security incidents

In the 3 months between 1st October 2023 and 31st December 2023

In the 12 months between 1st January 2023 and 31st December 2023

Total number of incidents reported9

6

16

Incidents affecting telephone banking

4

5

Incidents affecting mobile banking

5

11

Incidents affecting internet banking

5

11

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at 
home.barclays/citizenship/reports-and-publications/uk-complaints-data.html

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at ombudsman-complaints-data.org.uk/.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

On the same day for

93% of customers

On average in

1 day

For 99% of customers, within

8 days

These figures are based on the time taken from our receiving all the information and documents we ask for at www.barclays.co.uk/current-accounts/what-do-I-need-to-open-a-bank-account, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

On the same day for

0% of customers

On average in

7 days

For 99% of customers, within

8 days

  • This is how long it takes to receive a debit card and a PIN (Personal Identification Number) so you can make cash withdrawals and payments.
  • The time taken includes an allowance for delivery by post.
How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

On the same day for

0% of customers

On average in

4 days

For 99% of customers, within

6 days

  • This is the time taken to get access to Barclays Online Banking including receiving the security device (‘PINsentry’) to enable you to make secure online payments.
  • You also need a debit card and PIN to be able to operate the PINsentry device.
  • You can also register separately for mobile banking with the Barclays app.
     
How quickly is an overdraft available?

Once an account is open, the overdraft is available:

On the same day for

100% of customers

On average in

0 days

For 99% of customers, within

0 days

  • This is the time taken to agree and make available an arranged overdraft to a customer who asks for one on the same day that they open their first personal current account with us (excludes Student Accounts)
  • Applications can be agreed within 24 hours. However, as a responsible lender, we may need to ask for more information, in which case it takes longer (e.g. because of the additional time taken for communication between the bank and the customer)
  • As the volume of applications is relatively small, the metrics presented can vary significantly from quarter to quarter
Replacing a debit card?

How quickly do we replace debit cards which have been lost, stolen or stopped:

On the same day for

0% of customers

On average in

5 days

For 99% of customers, within

8 days

  • This is how long it takes to receive a replacement debit card (and, if necessary, a replacement PIN)
  • The time taken includes an allowance for delivery by post
What is the interest rate being charged on our products?

Product

Annual interest rates payable for arranged overdrafts on 31st December 2023

Annual interest rates payable for unarranged overdrafts on 31st December 2023

Refused payment fee on 31st December 2023

Barclays Bank Account Personal Overdraft

35.0%

0.0%

£0.00

Premier Current Account

35.0%

0.0%

£0.00

Student Additions Account

0.0%

0.0%

£0.00

Higher Education Account

0.0%

0.0%

£0.00

Barclays Bank Account with Packs (offsale)

35.0%

0.0%

£0.00

Premier World Account (offsale)

35.0%

0.0%

£0.00

Flexible Bank Account Base Rate Linked Overdraft (offsale)10

35.0%

0.0%

£0.00

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR, which shows the cost of borrowing over a year.

Information about overdraft pricing in the period between 1st October 2023 – 31st December 2023

Product

Advertised APR during the period11

Barclays Bank Account Personal Overdraft

35.0%

Premier Current Account12

29.93%

Student Additions Account 

0.0%

Higher Education Account 

0.0%

Barclays Bank Account with Tech Pack (off sale)13

51.6%

Barclays Bank Account with Travel Pack (off sale)14

48.7%

Barclays Bank Account with Travel Plus Pack (off sale)15

56.7%

Premier World Account (off sale)16

31.8%

Flexible Bank Account Base Rate Linked Overdraft (off sale)10

35.0%

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found at barclays.co.uk/current-accounts/service-quality-metrics.