Making a Complaint

We do our best to provide you with the best service possible. However, occasionally we may not live up to your expectations.

If you feel our service to you could have been better, we'd really like to know so we can try to make sure it doesn't happen again, to you or someone else.

How to make a complaint

Just choose the method that's most convenient for you to contact us.

For the easiest way to tell us about your complaint, please call us on:

0800 0154210

or

0333 2005038

For customers who are hard of hearing, please call the deaf helpline/typetalk number on:

1 8001 0844 811 9191

Our customer service team are happy to help 24 hours a day. View our call charges.

What we need from you

To help us resolve your complaint as quickly as possible, we need to know:

1. Your name and address
2. A contact phone number – providing this information will make it easier for us to contact you and deal with your concern or complaint as quickly as possible
   Best time to contact you – please let us know when is the most convenient time to contact you
3. Your barclaycard account number
4. Any relevant reference numbers
5. A description of your concern or complaint
6. What you would like us to do to put things right

Other ways to contact us

Send us a message online

Just register or log in to mybarclaycard, our online account services and send us a message via "Your messages". To help us resolve your complaint as quickly as possible, please check the "What we need from you" section below.

Register or log in to mybarclaycard

Fax your complaint

01604 254 152

Write to us

Barclaycard
PO Box 10200
Wigston
LE18 9ER

For PPI specific complaints, please go to www.barclaycard.co.uk/personal/ppi

What you can expect from us

Once we get your complaint, we'll try to resolve it as quickly as we can, it if takes a little longer than expected, we'll:

• Send you a letter to assure you that we've received your complaint
• Give you the contact details of the person who's dealing with your complaint
• Keep you up to date with any progress we make
• Send you an update if your complaint's not resolved within 4 weeks, and tell you when we expect to finish our investigations
• Contact you with a final response after 8 weeks or if it's still not resolved we'll send you a status report

If you're not happy with our response

Hopefully, we’re able to resolve your complaint to your satisfaction. If, however, anything is unclear or if you are unhappy with the way we have handled your complaint, please contact the person or department that handled your complaint and they will do all they can to answer your questions and reach an agreement.

If your complaint’s still unresolved, you can ask for a review from Financial Ombudsman Service, which was set up by the Financial Services Authority. They review complaints from personal or business customers with a turnover of less than €2million a year and fewer than 10 employees.

You can contact them in writing, by phone or send them an email.

Write to them at:

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

Call them on:

0845 080 1800

Email them at:

complaint.info@financial-ombudsman.org.uk