How to make a complaint
We are committed to providing a high standard of service to all of our customers. However, we do recognise that on occasion problems may arise and we may fall short of the service levels to which we aspire. If you are dissatisfied with any aspect of our products or services, you may make a complaint to us, without charge. By making a complaint, you’re giving us the opportunity to put matters right for you and improve our services.
You should contact your Barclays Account Representative or Relationship Manager regarding your complaint.
How we handle your complaint
We will handle your complaint in accordance with our complaints policies, standards, and procedures. The following are key steps in handling your complaint:
- Details of your complaint will be logged, along with your name and the name of your company/organisation. Depending on the nature of your complaint, additional information may also be requested by us.
- We will provide an acknowledgement that we have received your complaint.
- Your complaint will be investigated by an employee or employees who are independent from the subject of your complaint.
- We aim to resolve all complaints as quickly as possible. In relation to complaints from Eligible Complainants (as defined by the Financial Conduct Authority), we will respond in accordance with the timeframes set out in the Financial Conduct Authority’s Dispute Resolution rules. All other complaints will be investigated and responded to in a timely manner.
- Where we are required to do so by law, details of your complaint may also be passed to local/regional regulatory bodies.
What to do if you are not satisfied
If you are not satisfied with our response, you may have the option to refer your complaint to an alternative dispute resolution entity, as defined in Article 4(h) of Directive 2013/11/EU of the European Parliament and the Council on consumer ADR, or to pursue civil action.1