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Complaints Commitment

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.

How to contact us

Relationship Director or Relationship Support Manager – you can contact them on their direct phone number, by post or at their email address

Servicing Team – you can contact them on their direct phone number or by post

Local Branch – you can visit your local branch and speak to a member of staff

Alternatively you can contact our Customer Relations Team by telephone on 0800 282 390^ (UK-only free call) or +44 (0)207 116 7488^ (from abroad) or by writing to:-

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

A leaflet detailing how we deal with complaints is available on request in any of our branches, from your Relationship Director, Relationship Support Manager, from your servicing team, our website and the Barclays Information Line on 0800 400 100*

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.

Getting back to you

Once you've contacted us we'll do our best to resolve any complaint promptly and efficiently. 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 contact you with an update on our progress.

If for any reason you are not happy with our response, please let the person or department who 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 contact you with our response.

Taking your complaint further

If we do not resolve your complaint internally to your satisfaction, or we have not resolved your complaint within 8 weeks from when you first let us know about your concerns, you may be able to ask the Financial Ombudsman Service to review your complaint. 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:-

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

By phone: 0845 080 1800#

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