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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 complaints team by writing to:-

Barclays Bank PLC
Corporate Banking Complaints Team
First Floor
Octagon House
Gadbrook Park
Northwich
CW9 7UE

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
5th Floor
One Snowhill
Snowhill
Birmingham
B4 6GN

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 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, 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
Exchange Tower
London
E14 9SR

By phone: 0800 023 45672 or 0300 123 91232

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

UK Finance

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: www.ukfinance.org.uk/standards.

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:

By post:

Alex Waterman
UK Finance
5th Floor
1 Angel Court
London
EC2R 7HJ

By phone: +44 (0)203 934 14563

By email: ifablstandards@ukfinance.org.uk 
Website: www.ukfinance.org.uk/standards^ (opens in a new window)

UK Finance Complaints Process is managed by an independent specialist organisation, Ombudsman Services: www.ombudsman-services.org^ (opens in a new window). However, you should not contact Ombudsman Services directly but raise your complaint with UK Finance as above.