Barclays Wealth

Contact us

Whether you have a question to ask, a product to discuss or are interested in moving to Barclays Wealth, we look forward to hearing from you.

For further contact information please click on the location name below.

London (Knightsbridge)	Isle of Man
Jersey	Guernsey
Gibraltar	Cyprus
Dubai	Kenya
Nigeria	South Africa
Switzerland

Making a complaint

At the heart of first-class service is the person who matters most you. That's why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our service for everybody.

It should be as easy as possible to tell us what you think. That's why we make sure you can contact us however you want face-to-face, by phone, by e-mail or in a letter at a convenient time for you. We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

• Making a complaint – Knightsbridge clients
• Making a complaint – Isle of Man, Jersey and Guernsey clients

How to contact us - Knightsbridge clients

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^††
• By e-mail
  correspondence@barclayswealth.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 will respond to your complaint in writing 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, job title and contact details of the case manager (or team) who will be investigating your complaint
• Provide you with a unique case reference code and a copy of our complaints leaflet
• Give you a timeframe for our next contact or resolution

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.

Getting an independent review of your complaint

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

We will respond to 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.

How to contact us - Isle of Man, Jersey and Guernsey clients

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 IM99 IAJ
  British Isles
• By Phone
  +44 (0) 01624 684444^†††
• By e-mail
  correspondence@barclayswealth.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 in writing

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 in writing
• 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 respond to your complaint in writing by the next working day. Sometimes it may take longer. If this is the case, then we will do the following:

• Give you the name, job title and contact details of the individual who will be investigating your complaint
• Provide you with a unique reference code and a copy of our complaints leaflet
• Give you a timeframe for our next contact or resolution

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.

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 will rspond to 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.

How to apply

If you are not currently a Barclays Wealth International client, our minimum qualifying criteria is either:

• an annual gross income of £24,000 or more (or currency equivalent) deposited into a Barclays Wealth account; or:
• £5,000 or more (or currency equivalent) across the accounts you hold with us.

If you meet the above criteria please select one of the following options to apply for our products and services:

Call us on +44 (0)1624 684 316†.

If you are an existing client you can apply for our products and services by selecting one of the options below:

Call us on +44 (0)1624 684 316†.