How to make a complaint
If you feel our service could be better, we'd really like to know
Contact us through the Barclays app
If you're registered for the app, you can send us a secure message from there. As you’ll be logged in, we’ll be able to see your account details, so it’ll be quicker and easier for us to help you.
Message us
Send us a message any time from the ‘Contact us’ section of your Barclays app.
It's secure, and our digital assistant is available 24 hours a day, seven days a week. If you need more help, we can message you back between 7am and 11pm on any day.
Not registered for the app? Download it now. You need to be 16 or over to use it. Terms and conditions apply.
Other ways to get in touch
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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.
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If you want to talk to someone face to face, you can visit us in branch to discuss your complaint. Find your nearest branch
Frequently asked questions
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Our aim is to resolve your complaint as quickly as possible. To help us do this, please give us
- A description of your concern
- What you'd like us to do to put things right
- Your name and address
- A phone number and the best time to contact you
- Any relevant policy numbers and references.
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Once you’ve made a complaint, we'll aim to contact you within 24 hours. We’ll confirm that we’re looking into your complaint and when you can expect a response. We'll also give you a unique reference number so we can find your record quickly.
Our response
We’ll always contact you to discuss our final response. We’ll explain what we’ve found, what we plan to do as a result and why we made the decision. This may be over the phone, by email or by post.
We aim to deal with complaints as quickly as possible – this will usually be 15 days, and no longer than eight weeks. We’ll keep you updated.
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We’ll give you regular updates, but if you feel there’s extra information that will help us resolve your complaint, please call us on one of these numbers.
From the UK: 0800 282 3901
From abroad: +44 (0)207 116 74881
Select option 2 when you call, then select the type of complaint you’re calling about, so we can connect you to the right team.
Lines are open Monday to Friday 8am to 8pm.
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We’re sorry if you’re not happy with the decision we've taken. If you wish to take your complaint further, you can ask the Financial Ombudsman Service to look into it for you.
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.
If you’re a larger SME and your complaint isn’t eligible for the Financial Ombudsman Service (FOS) then the Business Banking Resolution Service (BBRS) might be able to look at it instead.
They’re a voluntary independent organisation set up to resolve disputes between eligible larger SMEs and their bank. It’s free – you just need to have a business account and an unresolved dispute with a participating bank.
You can see more information or use the service on the BBRS website.
Phone
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
You can call the BBRS on 0345 646 8825
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.
Online
You can contact the Financial Ombudsman Service (FOS) by email:
complaint.info@financial-ombudsman.org.uk
By visiting their website:
www.financial-ombudsman.org.uk
You can email the BBRS at contactus@thebbrs.org
Post
You can write to the Financial Ombudsman Service at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SRYou can write to the BBRS at
BBRS
70 Fleet St
London
EC4Y 1EU
