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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. You can also contact your Private Banker or Relationship manager in person or via their direct contact details. Or contact your regional office.

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.

Sometimes we will not be able to solve the problem with you ‘on the spot’. If we are unable to resolve your complaint by the following day we will:

  • Send you a written acknowledgement of your complaint
  • Confirm who will handle your complaint and how you can contact them.

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 contact the location where your banker is based.

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

If we have not been able to resolve your complaint to your satisfaction AND you have bought our products or services online you can use the details below to send your complaint to the Financial Ombudsman Service (FOS) for an independent review.

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 Financial Ombudsman Service (FOS) for an independent review within 90 days. To save time you may wish to contact the FOS directly using the details above.

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