Barclays Bank

General information

We're on hand to help you manage your money with a range of bank accounts, products and services to meet your savings, protection and borrowing needs.

Our house rules:
• We'll never ask you for personal data on Facebook so make sure you never post any personal information about yourself or others, such as account details or contact details.

• Please do not use profanities or deliberately inflammatory language. Any serious or repeated offences will result in your comment being deleted and could lead to your account being blocked from our page.

• Please do not post any advertisements or solicitations for your own business or third parties. These will be removed.

• While we want to be as helpful as we can, we cannot provide investment, legal, tax or other specialist advice on Facebook, so please don’t post about your specific situation.

Read our full social media terms and conditions here: www.barclays.com/news/our-social-media-channels/social-media-terms-and-conditions.html

This page relates to accounts and banking-related services we provide in the United Kingdom.

Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

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
Calling is one of the fastest ways to talk to us about your complaint. Lines are open 24 hours a day, 7 days a week, meaning your complaint will be investigated with care by our knowledgeable team – at a convenient time for you.

• Call our free phone numbers:
• 0800 282 390 in the UK
• +44 (0)207 116 7488 outside the UK
• 0333 200 2196 from a mobile

- To maintain a quality service, we may monitor and record phone calls. Calls to 0800 numbers are free when calling from a UK landline. Charges may apply when using a mobile phone or when calling from abroad. Read our call charges and information

- 03 numbers cost no more than a national rate call and are included in ‘inclusive minutes’ for mobiles.

Online

With today’s busy lifestyles it’s sometimes easier to type out a quick message.

Use our online options to contact us: https://www.barclays.co.uk/help/making-a-complaint/how-do-i-make-a-complaint-/#online

Letter
You can send a letter explaining your complaint to:
Freepost Barclays Customer Relations
You don’t need to include a postcode or add a stamp for your letter to reach us, but please remember to take the postal service into account for our response time.

In Person

If you want to talk to someone face-to-face, you can visit us in branch to discuss your complaint. Find your nearest branch on our branchfinder http://ask.barclays.co.uk/branchfinder/

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
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

We aim to deal with complaints as quickly as possible, this will usually be 15 days, and no longer than 8 weeks. We will keep you updated 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 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 is a free, independent service for resolving disputes between customers and financial services institutions. You'll need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can call the Financial Ombudsman Service using with the following numbers.
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk (Link opens in a new window)

Or via the Online Dispute Resolution platform provided by the European Commission. You can use this service if you’ve bought or registered for a product or service with us online, although it may be quicker to contact the FOS directly.
You’ll need our email (ODR@barclays.com), our website address (barclays.co.uk) and our location (Barclays, Leicester, LE87 2BB) to use this service.

www.ec.europa.eu/consumers/odr