If you have a complaint that cannot be resolved by us, The Financial Services Ombudsman (FSO) in the UK and the Financial Services and Pensions Ombudsman (FSPO) in Ireland offers a range of advice and support services, including a means of alternative dispute resolution. This is not available to all firms and is subject to certain turnover limits.
If you would like to complain please choose the appropriate method below:
Complain by phone
0800 161 5350 (Barclaycard Payment Solutions)
1800 812 700 (Barclaycard International Payments)
Open Monday – Friday 9am-5pm excluding bank holidays
Complain online
Barclaycard Payment Solutions Complaints
What we need from you
- Your name
- Your address
- Your merchant number or other account reference details
- A clear description of your concerns
- Details of what you would like us to do to put it right
- Copies of any relevant documents such as statements or letters
- A daytime telephone number that we can reach you on
What you can expect from us
We will do our best to resolve your complaint immediately and with as little inconvenience to you as possible. Firstly, it should be really clear what the problem is, so we can identify what we need to do to resolve the matter. So, the more information you can give us the better. Here are the different stages of our complaints procedure:
1. Sometimes we're not able to resolve your issue immediately. If we haven't responded within four working days, we will send an acknowledgement of your complaint in writing within four working days together with your unique case reference number.
If your complaint is about “payment services” as defined in the Payment Services Regulation 2017, then we are required to send you a final response within 15 working days – unless there are exceptional circumstances that stop us from resolving your complaint, if that’s the case we will send you a final response within 35 days after receiving it. If were not able to do this, we’ll continue to update you on our progress and you’re entitled to raise a Financial Ombudsman service.
2. If your complaint is particularly complex, we will keep you informed of our progress as we continue our investigations, and aim to resolve the matter within four weeks
3. If we are unable to do so within four weeks, we will send you a written update to explain the cause of the delay, and let you know when we hope to resolve your complaint
4. After eight weeks we send you a final response or a further progress report on our investigations
If you are still unhappy
The Financial Ombudsman service offers a range of advice and support services, including a means of alternative dispute resolution. This is not available to all firms, but if you have an annual turnover of below £6.5 million and either less than 50 employees or a balance sheet total of less than £5 million you may be eligible to refer your complaint. If you’re unsure whether you’re eligible, we can provide confirmation of your eligibility, alternatively you can contact the Financial Ombudsman Service directly.
Write to them:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Call them:
Tel: 0800 0 234 567 (Free from a landline) or 0300 123 9 123 (Calls cost no more than a national rate call to an 01 or 02 number and count towards any inclusive minutes).
Email them:
complaint.info@financial-ombudsman.org.uk
Visit their website:
http://www.financial-ombudsman.org.uk/ (Barclaycard Payment Solutions)
http://www.fspo.ie/make-a-complaint (Barclaycard International Payments)
