How to make a complaint

Making a complaint


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


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


How to make a complaint

You can contact us by phone, fax or by sending us a secure message through Barclaycard online servicing whichever is most convenient.

Call us:

0800 151 0900  or 0333 200 9090

Our customer services team is on call 24 hours a day and always happy to help. call charge information

Send us a secure message online;

Just register or log in to online account services and send us a message by selecting 'Secure Messages' which you'll find under 'Help and Support' in the main menu at the top of the page. To help us resolve your complaint as quickly as possible, please read the "What we need from you" section first.

Register now or log in to your Barclaycard account

Fax us your complaint:

+44 (0)1604 254 152

Or write to us;

Barclaycard
PO Box 10200
Wigston
LE18 9ER

Claims management company (CMC)

You can use a CMC but they may charge an up-front fee or take a proportion of any payment you may be due. Claims are dealt with in exactly the same way whether they are made by a customer or CMC. They will not be dealt with any quicker by using a CMC. For independent guidance on how CMCs work, visit the  Which? website .

You can complain to 1 of 2 organisations, depending on the nature of your complaint. Both organisations are independent and there are no charges for making complaints.

Poor service

Complaints about poor service should be made to the Legal Ombudsman – poor service could be the result of your claim or the fees you’ve been charged.

You’ll need to have lodged a complaint with the CMC before you can submit a complaint to the Legal Ombudsman – its website gives clear details on the process, but as a guide you’ll need to:

  • ask the CMC how to make a complaint and follow its procedure
  • contact the Legal Ombudsman if you’re not happy with the CMC’s response, and the CMC states its response is final

You can also ask the Legal Ombudsman to investigate if the CMC fails to respond to your complaint within 8 weeks.
You can contact the Legal Ombudsman on 0300 555 0333 (Call charge information) or by email at enquiries@legalombudsman.org.uk

Poor conduct

If your complaint is about poor conduct, contact the Claims Management Regulator – poor conduct could include breaking the conduct rules for claims companies, issuing unsolicited calls and text messages or not being properly registered.

For PPI specific complaints, please go to the PPI page .


What we need from you

To help us resolve your complaint as quickly as possible, please can you include the following information:

  1. Your name and address

  2. A daytime phone number we can contact you on

  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


What to expect when you get in touch by secure message

If you send us a message from ‘Your Messages’, we’ll send a response back to the same inbox within 24 hours. We’ll also send you an email alert to let you know that we’ve replied, providing we have your email address and you’ve chosen to receive an email notification.

You’ll be aware of our response more quickly if you choose to receive email notifications, so we recommend you select this option. To update your email address log in to Barclaycard online servicing select ‘Your details and update in ‘Contact details’.

One of our agents will also try to contact you by phone within 24 hours to discuss your complaint and our response, to make sure we’ve resolved it to your complete satisfaction – unless you have already informed us that your complaint has been fully resolved.

If we’ve responded satisfactorily, and your complaint has now been resolved, please let us know by clicking the ‘Accept’ button next to our message. If this isn’t the case, then click ‘Do not accept’ and let us know what more we can do to resolve the issue.

If we don’t hear from you to confirm whether our reply has completely resolved the complaint for you, your case will be referred to our Customer Relations department for review.


What you can expect from us if your complaint is referred to the Customer Relations department

Once we receive 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 tell 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 four weeks, and tell you when we expect to finish our investigations
  • contact you with a final response after eight weeks if it's still not resolved, or send you a status report

Financial Ombudsman – there to help you

What is the Financial Ombudsman?

The Financial Ombudsman Service is a free, independent body, set up by the Government, to resolve disputes between customers and companies in the UK.

Information icon If you’re not happy with how your claim’s been handled or it’s unsuccessful, you can take it up with the Financial Ombudsman Service (FOS).
By law, regulated firms, such as credit card companies, must ‘treat customers fairly’, so when they don’t, the Financial Ombudsman Service has legal power to act on your behalf and can order companies to not only pay you compensation, but to reimburse you for your time, too.
 
If we’ve rejected your claim and you think we’ve dealt with it unfairly, you can contact the Financial Ombudsman Service to make a complaint and get a second opinion. Even if they decide you don’t have a case, it’s a free service, so you won’t be out of pocket.

  • Disputed transactions with your credit card provider
  • Section 75 and Chargeback claims your credit card provider fails to pay and you think they’re treating you unfairly
  • Complaints made within six months of our final communication with you relating to your complaint

  • Complaints you haven’t tried to resolve with your credit card provider first
  • Complaints relating to an event that took place over six years ago or, if later, three years after you realised you had a cause for complaint

How do I contact the Financial Ombudsman?

Before you contact the Financial Ombudsman, please get in touch with us to see if we can put things right for you.
 
If you’re unhappy with the outcome, you can contact the Financial Ombudsman.

Fill out their online , Word or PDF form.

Visit the Financial Ombudsman website at www.financial-ombudsman.org.uk

Call 0800 023 4567  or 0300 123 9123 from 8am – 8pm Monday to Friday, or 9am – 1pm on Saturday. Find out about call charge information .

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

If you don’t want to contact the Financial Ombudsman Service yourself

Made a complaint that we can’t resolve to your satisfaction? If it’s about one of our products or services you bought online, the Online Dispute Resolution (ODR) regulation may be able to help.

The ODR platform was set up by the European Commission. It helps customers in the EU who have bought goods or services online from traders established in the EU and haven’t been able to get their complaint resolved.

You can make a complaint to the ODR if you’re an EU resident and you entered into your credit card agreement with us online. You’ll need: