Our complaint handling procedures
We aim to provide excellent service to our customers at
all times. However, if our standards of service fall below
your expectations, the following complaint handling procedure
is in place.
First point of contact
You should initially direct your complaint to:
Customer Care Department
PO Box 3598
Glasgow
G68 9YW
We acknowledge all letters of complaint promptly. We will
give you the name or job title of the person handling
your complaint at Goldfish.
We aim to issue a full response within twenty eight days
of receipt of your complaint. If more time is required
to fully investigate and resolve your concerns, we will
keep you informed of the progress of your complaint. In
exceptional circumstances, the longest we will take to
send you a final response will be eight weeks.
Financial Ombudsman Service
If you are dissatisfied with the final response we send you, you may refer your complaint to the Financial Ombudsman Service. You may also refer your complaint to the Financial Ombudsman Service if we have not sent you a final response within eight weeks. The Financial Ombudsman Service will write to us requesting a summary of the matter, and will liaise directly with us in resolving your complaint. If the Financial Ombudsman Service makes a determination that they will take up your case, the matter will be decided by them following a thorough investigation.
Further details of the Financial Ombudsman Scheme are available from the Financial Ombudsman Service.
Contact details:
Financial Ombudsman Scheme
South Quay Plaza
183 Marsh Wall
Canary Wharf
London E14 9SR
Telephone: 0845 080 1800
Website: www.financial-ombudsman.org.uk
Banking Code
The Banking Code is monitored by the Banking Code Standards Board (BCSB), an independent body that sets standards of good banking practice amongst UK banks and building societies.
Barclays Bank PLC is a voluntary subscriber to the Banking
Code. A copy of the code is available on request by telephone
on
0800 02 88 990
or from the Banking Code website at www.bankingcode.org.uk.
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