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.
Send us an email
Just register or log in to mybarclaycard, our online account services and get in touch using the secure email complaint form.
Call us
Our customer services team are happy to help 24 hours a day on:
0844 811 9111
Fax your complaint
01604 254 152
Write to us
Barclaycard
Customer Relations Department
PO BOX 9131
51 Saffron Way
Leicester
LE18 9DE
What we need from you
To help us resolve your complaint as quickly as possible, we need to know:
- Your name and address
- Your Barclaycard account number
- Any relevant reference numbers
- A description of your concern or complaint
- What you would like us to do to put things right
- A daytime phone number we can contact you on
What you can expect from us
Once we get your complaint, we’ll try to resolve it as quickly as we can. If it 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, if it’s still not resolved, or 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, you’re not happy, you can still get in touch with the person who dealt with your complaint. Together, you could plan the next course of action.
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 £1 million a year.
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:
enquiries@financial-ombudsman.org.uk
