We’re sorry you’d like to make a complaint. Please call us on 0800 161 5350 or 1800 812 700 for Barclaycard International Payments, or fill in our online form. We’re here Monday to Friday, 9am to 5pm and will do all we can to help.
What we’ll need from you
- Your name
- Your address
- Your merchant number or other account reference details
- A clear description of the problem
- Details of how we can put it right
- Copies of relevant documents like statements or letters
- Your daytime phone number
What you can expect from us
We’ll do our best to resolve your complaint as quickly and easily as we can. The more information you give us, the better we can help.
What happens next
We’ll aim to sort things out within four working days. If we don’t, we’ll write to you to acknowledge your complaint within the following three working days and give you a case reference number. We’ll also tell you who’s handling your case and give you their contact details. This may not be the same person you initially made the complaint to.
Complex complaints – if we can’t resolve your case within 4 working days we’ll keep you informed and aim to resolve things within four weeks. If we can’t we’ll write to explain the cause of delay and tell you when we expect to resolve it. After eight weeks, we’ll send you a final response or a further progress report.
Still need help?
The Financial Ombudsman Service offers advice and support, including other ways of resolving a dispute. You may be able to refer your complaint if your company has an annual turnover of below £6.5million, and either less than 50 employees or a balance sheet total of less than £5 million.
Email: complaint.info@financial-ombudsman.org.uk.
Phone: 0800 023 4567 (free from a landline) or 0300 123 9123. (Calls cost no more than a national rate call to a 01 or 02 number and count towards any inclusive minutes).
Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
For larger SMEs
If your complaint isn’t eligible for the Financial Ombudsman Service, you might be able to use the Business Banking Resolution Service (BBRS).
BBRS is an independent organisation set up by participating banks to resolve disputes between eligible larger SME business customers and their bank. The service is free to business customers with unresolved disputes with participating banks.
BBRS website
Email contactus@thebbrs.org
Phone: 0345 646 8825.
Write to:
BBRS
70 Fleet St
London
EC4Y 1EU
For Barclaycard International Payments Limited customers
The Financial Services and Pensions Ombudsman 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. You'll find more information, and their contact details on their website at www.fspo.ie/make-a-complaint
