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Making a complaint - Isle of Man, Jersey and Guernsey clients

How to contact us

Here is how to tell us about it:

• In person if you have access to a branch or representative office, you can visit and speak to a member of staff. If you have a Relationship Manager you can contact them by phone, by post or at their email address.
• By post - please write to
  Barclays Private Clients International Limited
  Customer Relations
  PO Box 9
  Barclays House
  Victoria Street
  Douglas
  Isle of Man
  British Isles
  IM99 IAJ
• By Phone - +44 (0) 01624 684444*
• By e-mail - iom@internationalbanking.barclays.com
  If you email us, we usually reply to you by e-mail within 48 hours. However, if we need to refer to confidential information or enclose copies of important documents, we may need to contact you by post instead. Please do not include any confidential information in any emails you send to us. If you need to refer to specific account details, please call or write to us.

Providing us with details of your complaint

Please provide us with the following information:

• Your name and address
• Your account number and sort code, if you are one of our customers
• Your daytime phone number and any preferred contact times
• A clear description of your concerns or complaint
• Details of what you would like us to do to put the matter right
• If applicable, details of policy numbers and references
• Copies of any relevant correspondence

What we will do and how long it will take

We will do our best to sort out your complaint immediately. If we can’t do that, we will aim to resolve it by the next working day. Sometimes it may take longer. If this is the case, then we will do the following:

• Contact you within five working days of initial receipt
• Give you the name and contact details of the individual who will be investigating your complaint
• Provide you with a unique reference code
• Keep you updated with our progress

If we require longer to fully investigate your complaint, we will aim to find a solution within four weeks of initial receipt.  If we are not able to do so, we will contact you explaining what is happening and when we expect to resolve the issue by.  If we have still not reached a resolution by eight weeks, we will contact you again explaining your options.

What to do if you are still not happy

We aim to deal with your complaint as quickly as possible to your satisfaction.  If you are not happy with the response you receive from us, please contact us and we can discuss the matter further.

Getting an independent review of your complaint

Sometimes problems need a fresh pair of eyes – someone impartial to really solve them.

Isle of Man Financial Services Ombudsman Scheme
For those clients where their account is held in the Isle of Man or in some instances where the service was provided in the Isle of Man but the account is held elsewhere. **

We always aim to deal with your concerns ourselves. However, if you do not feel satisfied with our actions to resolve your issue or if eight weeks have passed since you first let us know about your concerns and we still have not resolved the matter to your satisfaction, you may be eligible to ask the Financial Services Ombudsman Scheme to review your complaint. The Financial Services Ombudsman Scheme provides a free, independent service for customers to solve disputes with financial firms.

The Financial Services Ombudsman Scheme will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

We value your feedback. Please help us to get it right for every customer, every time.

* Calls may be recorded for security reasons and so that we may monitor the quality of our service.
Call costs may vary, please check with your local telecoms provider. This number is available 9am 5pm UK / British time, Monday to Friday.

** Jersey and Guernsey do not have a Financial Services Ombudsman Scheme or equivalent.