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Complaints

How to raise feedback or a complaint

We want to hear from you if you feel unhappy with the service you've 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 clients. You can contact us in person, in writing, by email or by telephone. Alternatively, you can also contact your Private Banker in person or via their direct contact details.

When you contact us please make sure you give us the following information:

  • Your name, address and account details
  • A clear description of your concern or complaint
  • Details of what you would like us to do to resolve the complaint
  • Copies of any relevant documents/information
  • A daytime telephone number and any times during which we can contact you

We will try to resolve your complaint as quickly as possible. The first step is for us to be clear about the nature of your complaint, and to identify what we can do to resolve the issue. The more information you can provide us the better.

We will confirm who will handle your complaint and give you details of how to contact them. Please note, this may not be the person to whom you originally made your complaint. We will also provide you with a unique reference number.

We aim to resolve your complaint within four weeks. However, if we are unable to do this we will send you a written update to let you know when we expect to reply. If we have been unable to complete our investigations within eight weeks, we will write to you again to explain why there is a delay. When we have finished our investigations into your complaint we will be in touch to provide you with a full response.

If we do not resolve your complaint internally to your satisfaction, you may be able to refer it to the Financial Ombudsman Service in the United Kingdom, or the equivalent service for complaints which originate from jurisdictions outside of the United Kingdom. Please note that there is not an equivalent ombudsman service in Jersey or Guernsey.

For clients of Barclays Bank Ireland PLC:
We will try to resolve your complaint as quickly as possible. If we cannot resolve your complaint within 35 Working Days for payments related queries or 40 Working Days for all other queries, from when you first contacted us, or if we do not resolve your complaint internally to your satisfaction, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). You must be an “eligible complainant”.

The FSPO is an organisation set up by law to provide a free and independent service for resolving disputes with financial firms. For more information, see their website or contact them directly at:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2, D02 VH29

Telephone: +353 1 567 7000

Email: info@fspo.ie

Please contact the location where your banker is based.

Republic of Ireland

If you are not happy with any part of our service or products, you can let us know by contacting us in person, in writing, by email or by telephone.

Barclays Bank Ireland PLC
Private Bank Client Services
One Molesworth Street
Dublin 2
Ireland
D02 RF29

Telephone: +353 1 920 3040

Email: BBI.Complaints@barclays.com

For more information, please view our Feedback leaflet [PDF, 89KB]

Switzerland

You can contact us in person, in writing, by email or by telephone.

Barclays Bank (Suisse) SA
Chemin de Grange-Canal 18-20
PO Box 3941
1211 Geneva 3
Switzerland

Telephone: +41 (0)22 819 5112*

Email: Swiss.Complaints@barclays.com

Opening hours 09:30 to 18:30 (Local time) Monday to Friday.

For more information, please view our Feedback leaflet [PDF, 151KB]

Monaco

You can contact us in person, in writing, by email or by telephone:

Complaints Department
Barclays Bank PLC Monaco
31 Avenue de la Costa
MC 98000 Monaco

Telephone: + 377 93 15 35 35*

Email: monacocomplaints@barclays.com

Opening hours 09:00 to 17:30 (Local time) Monday to Friday.

For more information, please view our Feedback leaflet [PDF, 34KB]

Middle East and North Africa

You can contact us in person, in writing, by email or by telephone:

Barclays Bank PLC (DIFC Branch)
Dubai International Financial Centre
Gate Village, Building 10, Level 6
PO Box 506674
Dubai, UAE

Telephone: + 971 (4) 365 2900*

Email: complaintsmena@barclays.com

Opening hours 09:00 to 18:00 (Local time) Sunday to Thursday.

For more information, please view our Feedback leaflet [PDF, 47KB]

India - Private Clients

You can contact us in person, in writing, by email or by telephone:

Barclays Bank PLC
801-808 Ceejay House
Shivsagar Estate
Dr Annie Besant Rd
Worli, Mumbai
Maharashtra 400018
India

Telephone: +91 22 6719 6363*

Email: BISPL.concerns@barcap.com

 

Accounts based in Jersey

If your account is based in Jersey, you may have the option to refer your complaint to the Channel Islands Ombudsman who independently reviews any eligible complaint which we are unable to resolve to your satisfaction. This is a free service.

Please contact the Channel Islands Financial Ombudsman (CIFO).

Accounts based in Guernsey

If your account is based in Guernsey, you may have the option to refer your complaint to the Channel Islands Ombudsman who independently reviews any eligible complaint which we are unable to resolve to your satisfaction. This is a free service.

Please contact the Channel Islands Financial Ombudsman (CIFO).

Accounts based in the Isle of Man

If your account is based in the Isle of Man, you may have the option to refer your complaint to the IOM Financial Services Ombudsman Scheme to review your complaint. The Isle of Man Ombudsman Scheme can only be used by private individuals who are clients of Barclays with accounts located in the Isle of Man. Companies are not eligible to use the Scheme.

Please contact the Financial Services Ombudsman Scheme Isle of Man.

Online dispute resolution

Under the EU (Online Dispute Resolution for Consumer Disputes) Regulations 2015, traders such as Barclays Bank Ireland PLC who sell services online are obliged to inform consumers of a EU wide online dispute resolution platform for consumers who wish to resolve out of court disputes which have arisen online.

The ODR Regulation

The European Commission has established an online dispute resolution platform (ODR platform). This is specifically designed to help customers resident in the European Union who have bought goods or services online from traders established in the European Union but were unable to get their complaint resolved to their satisfaction.

You can submit your complaint online through the ODR platform in any of the official languages of the European Union. The platform will then send your complaint to the dispute resolution body that will handle your dispute for an independent review within 90 days.

You can access the platform by visiting the ODR website.

As a Barclays customer, you may use this service if you are still resident in the EU and purchased your product or service with us online.

You will need:
Our name: Barclays
Our email: ODR@barclays.com
Our website address: privatebank.barclays.com
Our geographic address: United Kingdom

 

 

Note for UK complaints

You can obtain a copy of the Financial Ombudsman Service explanatory leaflet from any member of staff or contact the Financial Ombudsman Service directly at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk