Information about our current account services
The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
How and when you can contact us to ask about the following things:1
|
24 hour help?2 |
Telephone |
Internet banking3?4 |
The Barclays app5?6 |
|
|---|---|---|---|---|
|
Contact details |
|
0345 734 5345 |
App available from:?iTunes App Store or?Google play app store |
|
|
Checking the balance and transactions |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Sending money within the UK, including setting up a standing order? |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Sending money outside the UK |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Paying in a cheque |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Cancelling a cheque |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Cash withdrawal in a foreign currency outside the UK |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Third party access to an account, for example under a power of attorney |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Problems using internet banking or The Barclays app |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Reporting a suspected fraudulent incident or transaction |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available |
Yes |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.
In addition to the channels listed above, customers can contact us 24/7 via Video Banking (app required), Twitter and Facebook Messenger.
How and when you can use your bank account to do the following things:
|
Telephone banking? |
Internet banking |
The Barclays app |
|
|---|---|---|---|
|
Checking the balance |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Accessing a transaction history |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Setting up a standing order |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Sending money within the UK |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Sending money outside the UK |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
|
Paying in a cheque |
Not possible |
Not possible |
Monday to Sunday, 24 hours7?8 |
|
Cancelling a cheque |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Monday to Sunday, 24 hours |
Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.
Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
|
In the 3 months between 1 October 2019 and 31? December 2019 |
In the 12 months between 1 January 2019 and 31 December 2019 |
|
|---|---|---|
|
Total number of incidents reported9 |
0 |
10 |
|
Incidents affecting telephone banking |
0 |
2 |
|
Incidents affecting the app |
0 |
1 |
|
Incidents affecting internet banking |
0 |
9 |
Complaints data
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.
The most recent summary is available at https://www.home.barclays/citizenship/reports-and-publications/uk-complaints-data.html
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at?http://www.ombudsman-complaints-data.org.uk/.
Opening an account
To open any of our accounts a new customer will need to provide us with the documents and information set out at www.thewallusa.com/current-accounts/what-do-i-need-to-open-a-bank-account/. We may request additional information or documents in individual cases.
|
You can open an account: |
|
|---|---|
|
without visiting a branch10 |
In some cases |
|
where a visit to a branch is required, without an appointment11 |
In some cases |
|
by sending us documents and information electronically |
In some cases |
|
by post |
No |
|
We give customers an account number and enable them to start paying into the account: |
|
|---|---|
|
On the same day for |
86% of customers |
|
On average in |
1 day |
|
For 99% of customers, within |
8 days |
These figures are based on the time taken from our receiving all the information and documents we ask for at www.thewallusa.com/current-accounts/what-do-I-need-to-open-a-bank-account, in a case where we don’t need any further information or documents to open the account
|
Once an account is open, we give customers a debit card: |
|
|---|---|
|
On the same day for |
0% of customers |
|
On average in |
5 days |
|
For 99% of customers, within |
15 days |
- This is how long it takes to receive a debit card and a PIN (Personal Identification Number) so you can make cash withdrawals and payments.
- The time taken includes an allowance for delivery by first class post.
|
Once an account is open, customers have internet banking: |
|
|---|---|
|
On the same day for |
0% of customers |
|
On average in |
4 days |
|
For 99% of customers, within |
6 days |
- This is the time taken to get access to Barclays Online Banking including receiving the security device (‘PINsentry’) to enable you to make secure online payments.
- You also need a debit card and PIN to be able to operate the PINsentry device.
- You can also register separately for the Barclays app.
?
|
Once an account is open, the overdraft is available: |
|
|---|---|
|
On the same day for |
21% of customers |
|
On average in |
10 days |
|
For 99% of customers, within |
49 days |
- This is the time taken to agree and make available an arranged overdraft to a customer who asks for one on the same day that they open their first personal current account with us.
- Applications can be agreed within 24 hours; however, as a responsible lender, we may need to ask for more information, in which case it takes longer (e.g. because of the additional time taken for communication between the bank and the customer).
- As the volume of applications is relatively small, a few delayed applications can significantly impact the metrics presented.
|
How quickly do we replace debit cards which have been lost, stolen or stopped: |
|
|---|---|
|
On the same day for |
1% of customers |
|
On average in |
3 days |
|
For 99% of customers, within |
5 days |
- This is how long it takes to receive a replacement debit card (and, if necessary, a replacement PIN).
- The time taken includes an allowance for delivery by first class post.
?
The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found at?http://www.thewallusa.com/current-accounts/service-quality-metrics.