Information about our current account services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

Opening an account

To open any of our accounts a new customer will need to provide us with the documents and information set out at www.barclays.co.uk/current-accounts/what-do-i-need-to-open-a-bank-account/. We may request additional information or documents in individual cases.

How you can open an account
You can open an account:
Without visiting a branch¹	In some cases
Where a visit to a branch is required, without an appointment²	In some cases
By sending us documents and information electronically	In some cases
By post	No

How and when you can contact us to ask about the following things: ³

How and when to contact us
	24-hour help?⁴	Telephone	Internet banking⁵	Mobile banking ⁶ ⁷
Contact details		0345 734 5345	Barclays Online Banking	The Barclays app, available from: iTunes App Store or Google play app store
Checking the balance and transactions	Yes	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Sending money within the UK, including setting up a standing order	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Sending money outside the UK	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Paying in a cheque	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Cancelling a cheque	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Cash withdrawal in a foreign currency outside the UK	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Third-party access to an account, for example under a power of attorney	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Problems using internet banking or mobile banking	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Reporting a suspected fraud incident or fraudulent transaction	Yes	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Progress following an account suspension or card cancellation, e.g. following a fraud incident	Yes	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Account opening, including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available	Yes	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, online, in the Barclays app or in one of our branches.

In addition to the channels listed above, customers can contact us Monday to Friday from 7am to 8pm, and from 9am to 5pm at weekends and on bank holidays for some services through Video Banking and X (formerly Twitter)

How and when you can use your bank account to do the following things:

How and when you can use your bank account
	Telephone banking	Internet banking	Mobile banking
Checking the balance	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Accessing transaction history	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Sending money within the UK	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Setting up a standing order	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Sending money outside the UK	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours
Paying in a cheque	Not possible	Not possible	Monday to Sunday, 24 hours ⁸
Cancelling a cheque	Monday to Friday, 7am to 8pm Saturday, 9am to 5pm	Monday to Sunday, 24 hours	Not possible

Note: This is a list of common actions – it does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Information about operational and security incidents
	In the 3 months between 1^stJuly 2024 and 30^th September 2024	In the 12 months between 1^st October 2023 and 30^th September 2024
Total number of incidents reported⁹	7	31
Incidents affecting telephone banking	4	13
Incidents affecting mobile banking	5	16
Incidents affecting internet banking	7	17

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at
home.barclays/citizenship/reports-and-publications/uk-complaints-data.html

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at ombudsman-complaints-data.org.uk/.

How quickly do we open personal current accounts?
We give customers an account number and enable them to start paying into the account:
On the same day for	94% of customers
On average in	1 day
For 99% of customers, within	09 days

These figures are based on the time taken from our receiving all the information and documents we ask for at www.barclays.co.uk/current-accounts/what-do-I-need-to-open-a-bank-account, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?
Once an account is open, we give customers a debit card:
On the same day for	0% of customers
On average in	7 days
For 99% of customers, within	11 days

This is how long it takes to receive a debit card and a PIN (Personal Identification Number) so you can make cash withdrawals and payments.
The time taken includes an allowance for delivery by post.

How quickly do customers get internet banking?
Once an account is open, customers have internet banking:
On the same day for	0% of customers
On average in	4 days
For 99% of customers, within	6 days

This is the time taken to get access to Barclays Online Banking including receiving the security device (‘PINsentry’) to enable you to make secure online payments.
You also need a debit card and PIN to be able to operate the PINsentry device.
You can also register separately for mobile banking with the Barclays app.

How quickly is an overdraft available?
Once an account is open, the overdraft is available:
On the same day for	100% of customers
On average in	0 days
For 99% of customers, within	0 days

This is the time taken to agree and make available an arranged overdraft to a customer who asks for one on the same day that they open their first personal current account with us (excludes Student Accounts)
Applications can be agreed within 24 hours. However, as a responsible lender, we may need to ask for more information, in which case it takes longer (e.g. because of the additional time taken for communication between the bank and the customer)
As the volume of applications is relatively small, the metrics presented can vary significantly from quarter to quarter

Replacing a debit card?
How quickly do we replace debit cards which have been lost, stolen or stopped:
On the same day for	0% of customers
On average in	5 days
For 99% of customers, within	11 days

This is how long it takes to receive a replacement debit card (and, if necessary, a replacement PIN)
The time taken includes an allowance for delivery by post

What is the interest rate being charged on our products?
Product	Annual interest rates payable for arranged overdrafts on 30^th September 2024	Annual interest rates payable for unarranged overdrafts on 30^th September 2024	Refused payment fee on 30^th September 2024
Barclays Bank Account Personal Overdraft	35.0%	0.0%	£0.00
Premier Current Account	35.0%	0.0%	£0.00
Student Additions Account	0.0%	0.0%	£0.00
Higher Education Account	0.0%	0.0%	£0.00
Barclays Bank Account with Packs (offsale)	35.0%	0.0%	£0.00
Premier World Account (offsale)	35.0%	0.0%	£0.00
Flexible Bank Account Base Rate Linked Overdraft (offsale)¹⁰	35.0%	0.0%	£0.00

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR, which shows the cost of borrowing over a year.

Information about overdraft pricing in the period between 1st July 2024 – 30th September 2024
Product	Advertised APR during the period¹¹
Barclays Bank Account Personal Overdraft	35.0%
Premier Current Account¹²	29.93%
Student Additions Account	0.0%
Higher Education Account	0.0%
Barclays Bank Account with Tech Pack (off sale)¹³	51.6%
Barclays Bank Account with Travel Pack (off sale)¹⁴	48.7%
Barclays Bank Account with Travel Plus Pack (off sale)¹⁵	56.7%
Premier World Account (off sale)¹⁶	31.8%
Flexible Bank Account Base Rate Linked Overdraft (off sale)¹⁰	35.0%

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found at barclays.co.uk/current-accounts/service-quality-metrics.

Important information

You can provide most of your details online if a visit to a branch is needed.^{Return to reference}
You should make an appointment to avoid delays, although it may not always be necessary.^{Return to reference}
Direct contact with a suitably trained member of staff.^{Return to reference}
Contact available via at least one of the three channels listed.^{Return to reference}
Requires customer registration for Barclays Online Banking.^{Return to reference}
You must be registered for, and use the latest version of the Barclays app. Terms and conditions apply^{Return to reference}
Using Async Chat, Call Us or Video banking (if you're registered).^{Return to reference}
When you pay in a Barclays cheque using the Barclays app, you’ll see the payment on your account almost instantly, but the money won’t be available until it’s cleared and appears in your available balance. If you pay in a cheque before 4pm on a weekday (Monday to Friday, excluding bank holidays), it will clear by 11:59pm the next weekday.^{Return to reference}
Total incidents may be higher or lower than the sum of telephone, mobile and internet banking incidents. This will happen when (a) a single incident affects more than one of those channels or (b) an incident affects another system only.^{Return to reference}
The interest rate is not a tracker rate.^{Return to reference}
All APRs assume an overdrawn balance of £1,200.^{Return to reference}
APR includes £500 interest-free overdraft.^{Return to reference}
APR includes £100 interest-free overdraft and monthly Tech Pack fees of £14.50.^{Return to reference}
APR includes £100 interest-free overdraft and monthly Travel Pack fees of £14.50.^{Return to reference}
APR includes £100 interest-free overdraft and monthly Travel Plus Pack fees of £22.50.^{Return to reference}
APR includes £100 interest-free overdraft.^{Return to reference}

Information about our current account services

Opening an account

How and when you can use your bank account to do the following things:

Information about operational and security incidents

Complaints data

How do our overdrafts compare?

Important information

Our products

Help

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