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.
You can contact us by phone, fax or by sending us a secure message through
Barclaycard online servicing
whichever is most convenient.
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.
Or write to us;
PO Box 10200
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.
Complaints about poor service should be made to the
– 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:
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 firstname.lastname@example.org
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 .
To help us resolve your complaint as quickly as possible, please can you include the following information:
Your name and address
A daytime phone number we can contact you on
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
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.
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:
|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).|