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Complaints
Our commitment to you
We are committed to providing a high standard of service to every customer, every time. We do recognise, however, that occasionally we may not live up to your expectations.
Your comments are important. Not only do they allow us the opportunity to put things right for you, they also help us to enhance and improve our services for everyone who uses them. So, if you can suggest a way in which we could have served you better, please do let us know.
How to contact us
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, in person, or by secure email.
It is usually best to contact us by phone to discuss your complaint, as our Customer Services staff will do their best to work with you to resolve it.
| Paying by cards |
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Contacting us by phone: Please call customer services on 0844 822 2100 (8:00am to 8:00pm Monday to Friday and 8:00am to 6:00pm Saturday). Contacting us in person or by post: Write to our Customers Services Team or visit them at: Barclaycard Business Contacting us by secure email: Our initial response will usually be to your email address. However, there may be occasions when we will need to respond by post - to ensure privacy or to enclose copies of other documents. |
| Accepting card payments |
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Contacting us by phone: Please call customer services on 0844 811 6666 (Mon – Sun 8.00am to midnight & Bank Holidays 9.00am to 6.00pm, except Christmas Day). Contacting us in person or by post: Write to our Customers Services Team or visit them at: Barclaycard Business Contacting us by secure email: Our initial response will usually be to your email address. However, there may be occasions when we will need to respond by post - to ensure privacy or to enclose copies of other documents. |
What you need to provide
To help us investigate and resolve your complaint as quickly as possible, please provide us with the following information:
- Your name and address, company card account number/merchant number or other appropriate reference
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents such as correspondence
- A daytime telephone number where you can be contacted.
How we will respond
We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. The first step is for us to be really clear on what the problem is, and to identify with you what we can do to put it right. The more information you can give us the better.
Sometimes we will not be able to resolve your problem 'on the spot'. If we are unable to resolve your complaint by the following day, we will:
- Send an acknowledgement of your complaint in writing within three working days together with your unique case reference number
- Confirm who will handle your complaint and how you can contact them.
On occasions, to ensure that your complaint is reviewed by the most appropriate person,
this may not be the person to whom you complained initially.
If your complaint is particularly complex in nature, we will seek to keep you informed of the progress we are making as our investigations continue. We will aim to resolve your complaint within four weeks. If we are unable to do so, we will send you a written update at that time to explain what is happening and let you know when we expect to resolve your complaint.
After eight weeks we will send you a final response or a further progress report on our investigations.
If you are still unhappy
We aim to resolve all complaints as quickly as possible, and to the complete satisfaction of our customers. If, for whatever reason, you are unhappy with the response you receive from us, please contact the person or department who handled your complaint.
If you are still not happy, you may be able to request a review from the Financial Ombudsman Service. The Financial Services Authority established the Financial Ombudsman Service to independently review complaints made by personal or small business customers with a turnover of up to £1 million per annum.
We can confirm if you are eligible to refer your complaint to the Financial Ombudsman Service. Alternatively you may also contact them directly at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk