Banks must follow DISP for eligible complaints about regulated activities.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Key protections that often apply in this sector. Always check the latest official guidance.
Barclays must handle complaints in accordance with the FCA Handbook's DISP (Dispute Resolution: Complaints) rules. They must acknowledge your complaint promptly, keep you updated on progress, and provide a final response within 8 weeks for most complaint types. The final response must clearly explain their decision and your right to refer to the Financial Ombudsman Service.
FCA Handbook DISP 1.6
If you paid for goods or services costing between £100 and £30,000 using a Barclays credit card, the Consumer Credit Act 1974 section 75 may make Barclays jointly liable with the supplier for misrepresentation or breach of contract. The individual item must cost over £100, not just the amount you put on the card. This is a powerful statutory right that applies even if the supplier has gone bust.
Consumer Credit Act 1974 section 75
If you were tricked into sending money to a scammer from your Barclays account, the Payment Systems Regulator's mandatory reimbursement requirement means Barclays must reimburse eligible APP fraud victims, subject to certain conditions and limits. If Barclays refuses to reimburse you, this can be challenged through the Financial Ombudsman Service.
Payment Systems Regulator APP fraud reimbursement rules
Since July 2023, Barclays must comply with the FCA's Consumer Duty, which requires firms to deliver good outcomes for retail customers across four areas: products and services, price and value, consumer understanding, and consumer support. If Barclays has made it unreasonably difficult to complain, access your money, or understand their charges, this may breach the Consumer Duty.
FCA Consumer Duty
Typical stages for UK consumer complaints in this sector.
You can complain through any Barclays channel: branch, phone, online banking secure message, or post. State that you are making a formal complaint and ask for a reference number. For fraud disputes, report the fraud first through the dedicated fraud line, then raise a formal complaint if you are unhappy with the outcome. Keep copies of all account statements relevant to your issue.
Send a detailed written complaint by secure message or post. Include your account details, a clear chronology of what happened, the financial impact, what you have already told Barclays, and what resolution you want. Attach copies of supporting evidence. Do not send originals. A clear written case makes it harder for Barclays to misunderstand or downplay your complaint.
Barclays must send you a final response within 8 weeks for most complaint types. This letter will explain their decision and must include information about your right to refer the complaint to the Financial Ombudsman Service within 6 months. Read the final response carefully — if it does not address all your points, note what was missed, as you can raise these with the ombudsman.
If you are unhappy with Barclays' final response, or 8 weeks have passed without one, refer your complaint to the Financial Ombudsman Service (FOS). The service is free. Submit your case online at financial-ombudsman.org.uk with a clear summary and all evidence. FOS can award compensation up to the current limit (check their website for the latest figure). Their decision is binding on Barclays if you accept it.
Victims of authorised push payment (APP) scams being refused reimbursement, unauthorised transactions on accounts, card fraud where Barclays disputes liability, and delays in investigating fraud reports.
Unexpected interest charges after promotional rates end, disputes over payment allocation between balances, annual fee increases, and foreign transaction charges that were not clearly disclosed.
Errors in mortgage statements, disputes over early repayment charges, difficulties switching from variable to fixed rates, arrears management disagreements, and delays in releasing mortgage offers.
Barclays closing or restricting accounts without adequate explanation, frozen funds during investigations, difficulty accessing money during account reviews, and disputes over the reasons given for closure.
Being sold fee-paying accounts with insurance products that were unsuitable or that the customer did not need, difficulty downgrading to a free account, and disputes over whether the account benefits were properly explained.
Charges on arranged and unarranged overdrafts, complaints that lending was unaffordable or irresponsible, difficulty negotiating payment plans for debts, and disputes over how affordability assessments were conducted.
Citing Financial Services and Markets Act 2000, Consumer Credit Act 1974, FCA Handbook (DISP) with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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