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Making a complaint - Knightsbridge 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 on their direct phone number, by post or at their email address.
• By post - FREEPOST RTLA-CSUE-TCHC
  Head Office Customer Relations
  Barclays Bank PLC
  1 Churchill Place
  London
  E14 5HP
  
  Freepost is available in the UK only.
  
• By phone - 0800 282 390 (UK-only free call) or if abroad, 44 207116 7488 (calls are charged at standard rates).  These numbers are available 8am – 8pm GMT Monday to Friday.
  Calls are recorded for training, quality and customer care purposes.
• By e-mail - customer.relations@barclays.com
  If you email us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead.

Giving us details of your complaint

If you want to complain, please give us the following details:

• Your name and address
• Your account number and sort code, if you are one of our customers
• Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you, along with the time zone that you are in
• A clear description of your concerns or complaint
• Details of what you would like us to do to put the matter right
• Details of policy numbers and references
• Copies of any relevant letters and policies

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 always aim to deal with your complaint by the next day. Sometimes it may take longer to fully investigate your concerns. If this is the case, we will do the following:

• Give you the name and contact details of the case manager (or team) who will be investigating your complaint
• Provide you with a unique case reference code
• Write to you within five working days of receipt
• Keep you updated with our progres

If your complaint will take longer to investigate, we aim to find a solution within four weeks of receipt. If we are not able to do so, we will always write to you explaining what is happening and when we do expect to sort out your complaint.  We will send you either a final response or a thorough report on our progress within eight weeks of receipt.

What to do if you are still not happy

We aim to deal with your complaint as quickly as possible to your complete satisfaction.  If you are not happy with the response you receive from us, please contact the person or team who handled your complaint. They will then agree the next steps with you.

Getting an independent review of your complaint

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

We always aim to deal with your concerns ourselves. However, if you are not satisfied with our final response or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free, independent service for customers to solve disputes with financial firms.
The Financial Ombudsman Service say they 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.