Barclays in Zambia

COMPLAINTS PROCEDURES

At Barclays, we believe that banking should not only be easy, but that dealing with us on a face-to-face basis, should also be a pleasure. We’d like to create a lasting impression of excellence both through our banking products, and our personal service.

How to Complain.

If you are unhappy with our service, we need to know about it. This gives us the chance to put the matter right, and ensures we improve our service to you in the future.

The quickest way for your complaint to be addressed is to speak to a staff member at your branch, either personally or by telephone. You can also put your complaint in writing or fill in the Complaints Action Forms and leave it with any of our Customer Advisors. Please refer to our contact details below.

How we will respond.

Of course we’ll do our best to resolve your complaint immediately, and with the minimum of inconvenience to you. The first thing we do is to try and understand exactly what the problem is, and what we can do to put the matter right.
Sometimes, admittedly, we’re not able to sort the problem out right away. If we can’t resolve a complaint by the following day, rest assured that you will receive:

A written acknowledgement of you complaint
The name and contact details of the staff member that is dealing with it

If your complaint is going to take a while to investigate, we’ll make sure we keep you informed of the progress. We always do our best to try and resolve a complaint within four weeks. If, for some reason, we are unable to do so, we will write to you explaining why, and let you know by when your complaint will be resolved.
After eight weeks, we’ll send you a final response or a further progress report if investigations are still being conducted.

Still not happy?

If, for whatever reason, you are not happy with the response you receive from us, please get in touch with the person or department that handled your complaint.

You can then discuss, and agree on, what steps will be taken next. If you are still not happy with our efforts to resolve your complaint, you can request a review from the Barclays Head Office.

The more feedback we have from you, the more we can get it right, every time, for every customer.