Other ways to get in touch
Ways to contact us that best suit your needs
If an illness or disability means you prefer to communicate with us in a particular way, we’ll do everything we can to help.
Everyone is different – particularly when it comes to money. That’s why we offer a range of options to make payments from your account, whether it’s cash, card or even your smartphone.
The same applies when it comes to getting in touch. Online banking may have reduced the need to call into a branch, pick up the phone or fill in a paper form, but we appreciate that some people still prefer those options – and remember, you’ll find our telephone numbers on our ‘Contact us’ page.
Flexibility is important if an illness or disability means you can’t communicate with us in a certain way, or if you’d rather we communicated with you in a way that better suits your needs.
Whatever your communication needs or preferences, we’ll always do our best to accommodate them – and we may be more accommodating than you think. Let’s take a look at all the ways we offer.
We can help – if you’d like us to
First things first, you may not want to tell us about your health – and that’s obviously fine. We’re not here to give medical advice and we won’t try to do so.
But if you do choose to tell us, we can make a few changes about how we contact you (and how often) to better suit your needs.
Rest assured, we’ll always let you know what we’ll do with any information you give us about your health and we’ll only ever use it to help you. And, of course, anything you tell us is always confidential.
How can we help?
To learn more about the various ways you can communicate with us, choose an option that best describes your needs from the list below. We’ll then show you the different options available to you, along with a detailed explanation of how each one works.
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If you don’t want to visit one of our branches for any reason, you can contact us online, or you can just give us a call.
- Barclays app chat
- Online Banking chat
- Telephone Banking
- Video call
- Mobile Banking direct call
- Twitter and Facebook
- Barclays app chat
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Online Banking isn’t just for managing your account using a computer or mobile device – you can also use it to get in touch with us. You can find us on social media, too.
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If logging into Online Banking or answering our account security questions over the phone is difficult for you, there are other ways you can confirm your identity when you want to get in touch.
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Our branch staff will always help if you’re blind or partially sighted, but you can also get in touch in other ways.
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All of our branches have a portable hearing-induction loop and at least one counter position with a fixed loop, but there are also other ways to get in touch.
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We’re happy for you to lip read in-branch, but you can also communicate with us in other ways.
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We’ll do our best to help in-branch if you have speech difficulties or use an augmented communication device, but you can communicate with us in other ways too.
Ways to get in touch
To learn more about the various ways you can communicate with us, choose an option that best describes your needs from the list below.
Then we’ll show you the different options available to you, along with a detailed explanation of how each one works.
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Speak to us directly using ‘Chat’ in the Barclays app – you can find it under ‘Contact us’. You’ll get a notification when we reply, which means you won’t need to wait in the app.
As you need to log in before you can use it, you don’t need to go through further ID checks.
When you use our app on an Apple device with Touch ID or Face ID, or an Android device with a fingerprint scanner, you can log in with your fingerprint or face. You’ll need to enter your 5-digit passcode from time to time for security reasons. -
You can speak with us directly using ‘Chat’ in Online Banking – you can find it under ‘Contact us’.
When you chat with us in Online Banking, you can also view any replies in the Barclays app
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The ‘Call Us’ button in our Mobile Banking app (under ‘Contact us’ and on other pages) means you can call us without having to dial a number. And since you need to be logged in before you can use it, we don’t need any additional information to prove your ID.
When you use our Mobile Banking app on an Apple device with Touch ID or Face ID, or an Android device with a fingerprint scanner, you don’t even need to enter your log-in details – your fingerprint or face is all you need (though you will need to enter your 5-digit passcode from time to time for security reasons).
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A video call is a great way to get in touch if you’d rather talk to us face-to-face but can’t get to one of our branches.
You can call using Online Banking or Mobile Banking, and you’ll need to set up video calling before you can use it. You’ll find more information about this at Who can make a video call.
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Telephone Banking lets you manage your accounts over the phone, just as you would online, or in-person at a branch. It’s secure and confidential, and you’ll need to use your membership number and passcode each time you call – we’ll send these to you when you register to use Telephone Banking.
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Voice security uses the unique characteristics of your voice to prove your identity when you use Telephone Banking, so there’s no need to provide any other security details.
It takes a few minutes to set up, as we need to record your telephone conversations to create a ‘voiceprint’. We’ll tell you when we’re ready to activate it – it’s free and you can switch it off at any time.
You can use voice security if you have impaired speech, but you can’t use it with a synthetic speech device – we do have other options, in that case.
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If you lip read and are happy to use a lipspeaker to act as an interpreter, you can contact us by phone.
You’ll first need to call into a branch to tell us in-person that you want to use a lipspeaker so we can make a note on your account for security purposes. After that, you can use Telephone Banking with your interpreter.
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SignVideo is a service for a laptop, smartphone or tablet with a broadband internet connection that lets you talk to us, via an interpreter, using British Sign Language. You talk to the interpreter using your camera and screen, and the interpreter tells us what you said – then relays our replies.
SignVideo is free to use and is available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays (excluding Bank Holidays).
You can use SignVideo to contact us from home, or in-branch when you want to talk to us in-person – just let us know when you make an appointment.
Read more about SignVideo.
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If you’d rather use a British Sign Language interpreter in-person when you have an appointment with us in one of our branches, let the branch know and we’ll arrange it – just try to give us at least two weeks’ notice.
Otherwise, you can always talk to us using BSL and SignVideo, either in-branch or from home.
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We’re active 24/7 on both Twitter and Facebook, so you can get in touch using either service if you’d like to ask us a simple question.
You may have to wait for a reply at busy times and we can’t answer specific questions about your account for security reasons. Try not to share any personal details in your messages too.
We are not responsible for the accuracy of any third party websites or their content. If you decide to access any of the third party websites, or rely on any of the information presented on them, you do so entirely at your own risk.
