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.
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 complaints team by writing to:
Barclays Bank PLC
Corporate Banking Complaints Team
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 note: Sales Finance complaints should be directed in the same way but, if in writing, to the following address:
Barclays Sales Finance
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.
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 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.
If we do not resolve your complaint internally to your satisfaction, 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:
The Financial Ombudsman Service
By phone: 0800 023 4567 or 0300 123 9123
Lines are open Monday to Friday, 8am to 8pm and Saturday, 9am to 1pm. Calls to 0800 numbers are free from UK landlines and mobiles. Calls to 03 numbers will cost the same as a call to an 01 or 02 number.
For larger SMEs
If your complaint is not eligible for the Financial Ombudsman Service then your complaint may be eligible for review by the Business Banking Resolution Service (BBRS).
The Business Banking Resolution Service (BBRS) is an independent organisation set up voluntarily by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to use and is available to business customers with unresolved disputes with participating banks.
If you are interested in finding out more information or using the service, please visit the BBRS website https://thebbrs.org/^, or email firstname.lastname@example.org or call 0345 646 8825. Alternatively, you can write to the BBRS, 70 Fleet St, London EC4Y 1EU.
If your complaint relates to Sales Finance products and services specifically, you may be eligible to refer to UK Finance. Barclays is a member of UK Finance, which has a Code of Practice for Members. As a member of UK Finance, Barclays is committed to the Code of Practice. Further information regarding the UK Finance Code of Practice, together with the accompanying Guidance to the Code and Complaints procedure, can be viewed on the UK Finance website^.
UK Finance will only step in once Barclays as had the opportunity to investigate matters so please contact us first. If you are not satisfied with our final response or if twelve weeks has passed since you first let us know about your concerns, you can ask UK Finance to review your complaint:
1 Angel Court
By phone: +44 (0)20 3934 1456
Call charges may apply. Please check with your service provider.
UK Finance Complaints Process is managed by an independent specialist organisation, Ombudsman Services^. However, you should not contact Ombudsman Services directly but raise your complaint with UK Finance as above.