Making 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;

PO Box 10200
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

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

If you're not happy with our response

Hopefully, we’ll be able to resolve your complaint to your satisfaction. If, however, anything is unclear or you’re unhappy with our response, please contact the person or department that handled your complaint. They’ll do all they can to answer your questions and reach an agreement. 

You can ask for a review from the Financial Ombudsman Service

If your complaint is still unresolved, you can ask for a review from the Financial Ombudsman Service , an independent service that will look into your complaint and make adjudication on our response. The Financial Ombudsman Service reviews complaints from personal customers and business customers with a turnover of less than €2million a year and fewer than 10 employees.

You can contact the Financial Ombudsman Service directly. Or, if you bought our products or services online, you may be able to use the online dispute resolution (ODR) platform set up by the EU Commission. You can use the ODR platform to send in your complaint  from 15 February 2016. The ODR platform will then send your complaint to the Financial Ombudsman Service for an independent review.

Contacting the Financial Ombudsman Service

You can contact the Financial Ombudsman Service in writing, by phone or send them an email.

Write to them at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Call on:

0800 023 4567  or 0300 123 9123

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Email them at: