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Customer Care Service
Customer satisfaction represents a priority for the Barclays Group, and that is why we endeavour to offer the best service and the most suitable personalised treatment for each client at each and every moment and in all of our channels: in our network of offices, through our telephone banking service or in BarclaysNet, our internet bank.
Our aim is to ensure that the client values Barclays as a benchmark for quality in financial products and services. Therefore, we appreciate your suggestions and comments as a valuable contribution to our process of continuous improvement.
In spite of our commitment, it is possible that occasionally small incidents may occur that need to be resolved quickly, and in the best way possible, so that each client is satisfied with the attention received. Should this occur to you, please do not hesitate to let us know.
Therefore, when you believe that your transactions have not been treated correctly, we would appreciate it if you could contact your personal manager, in your Barclays branch, in order to receive a satisfactory solution and explanation. If you prefer, you can also call us dialing the number 900.180.180 or, if you are a client of Barclaysnet, you can choose to send us your comments through your personalised mailbox.
By informing us about anything that does not meet your expectations, you will be offering us the opportunity to try and resolve this and to improve our service for you and for all of our clients.
In any case, should you believe that any matter has not been satisfactorily resolved or deserves to be the object of a formal claim or complaint, then please do not hesitate to send a written notice to the Customer Care Service of Barclays at the following addresses:
- By post: Mateo Inurria, 15 - 28036 Madrid
- E-mail: email@example.com
- Internet: www.barclays.es
All information relating to the operation and organisation of the Customer Care Service of the Barclays Group, as well as the procedure applicable to the admission, processing and resolution of claims and complaints is at your disposal in the Regulations for the Defence of Customers of Barclays Bank SA, which has been adhered to by all the companies which form part of the Group in Spain.
In order to facilitate your suggestions, claims and complaints we have placed a form at your disposal in all of our offices which has been specifically designed to comply with the provisions laid down in article 11 of the aforementioned Order of the Ministry for the Economy 734/2004, governing the form, content and place of presentation of said forms.
By providing us with the information requested in said form, you will help us towards a more speedy investigation and resolution of your claim or complaint.
The Customer Care Service is obliged to resolve the claims and complaints of its clients within a maximum period of two months from the date on which these are received. Its mission is to ensure that the quality and professional standards of the Barclays Group are being complied with, and to protect the legitimate rights and interests of customers of the various financial services in accordance with Order of the Ministry for the Economy 734/2004, dated March 11.
Should a client submitting a claim disagree with the decision made by the Customer Care Service, should he / she deem it necessary, this client may turn to the corresponding Commission for the Defence of the Financial Services Customer:
- Commission for the Defence of the Financial Services Customer: C/ Alcalá, 50 – 28014 Madrid or its web page www.bde.es
- Commission for the Defence of the Investor:Paseo de la Castellana, 19 – 28046 Madrid or its web page www.cnmv.es
- Commission for the Defence of the Insured and the Pension Plan Holder: Paseo de la Castellana, 44 – 28046 Madrid or its web page www.dgsfp.mineco.es
You will be able to use some of these documents:
- Bank of Spain (BdE) - Claim and Complaint – Private Customers - Electronic Form
- Bank of Spain (BdE) - Claim and Complaint - Legal Person - Electronic Form
- Bank of Spain (BdE) - Claim and Complaint - For Private & Legal Person - Written Form
- CNMV - Claim and Complaints Form
Under said regulation, proof that the claim or complaint was made in writing to the Customer Care Service of Barclays must be presented, as the step prior to that which is intended to be presented to the corresponding Commission for the Defence of the Financial Services Customers; justifying that the period of two months from the date of submission of the claim to the Customer Care Service has expired without any resolution of the same, or attaching the decision of said Service in which admission of the claim is denied or in which the request is rejected.
- Submit your complaint to Barclays Customer Service: firstname.lastname@example.org
- Applicable Legislation