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

How and when to contact us
	24 hour help?²	Telephone	Internet banking³?⁴	The Barclays app⁵?⁶
Contact details		0345 734 5345	Barclays Online Banking	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) and?Twitter.

How and when you can use your bank account to do the following things:

How and when you can use your bank account
	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 hours?⁷
Cancelling a cheque	Monday to Sunday, 24 hours	Monday to Sunday, 24 hours	Not possible

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.

Information about operational and security incidents
	In the 3 months between 1 July 2020 and 30 September 2020	In the 12 months between 1 October 2019 and 30 September 2020
Total number of incidents reported⁸	2	4
Incidents affecting telephone banking	1	2
Incidents affecting the app	1	3
Incidents affecting internet banking	0	1

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.

How you can open an account
You can open an account:
without visiting a branch⁹	In some cases
where a visit to a branch is required, without an appointment¹⁰	In some cases
by sending us documents and information electronically	In some cases
by post	No

How quickly do we open personal current accounts?
We give customers an account number and enable them to start paying into the account:
On the same day for	92% of customers
On average in	1 day
For 99% of customers, within	11 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

How quickly do we give customers a debit card?
Once an account is open, we give customers a debit card:
On the same day for	0% of customers
On average in	4 days
For 99% of customers, within	6 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.

How quickly do customers get internet banking?
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	7 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.
?

How quickly is an overdraft available?
Once an account is open, the overdraft is available:
On the same day for	65% of customers
On average in	3 days
For 99% of customers, within	15 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.

Replacing a debit card?
How quickly do we replace debit cards which have been lost, stolen or stopped:
On the same day for	0% of customers
On average in	2 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.
?

What is the interest rate being charged on our products?
Product	Annual interest rates payable for arranged overdrafts on 30 September 2020	Annual interest rates payable for unarranged overdrafts on 30 September 2020	Refused payment fee on 30 September 2020
Barclays Bank Account Personal Overdraft	35.0%	0.0%	￡0.00
Premier Current Account	35.0%	0.0%	￡0.00
Student Additions Account	0.0%	0.0%	￡0.00
Higher Education Account	0.0%	0.0%	￡0.00
Barclays Bank Account Executive Overdraft	35.0%	0.0%	￡0.00
Barclays Bank Account Premier Card Overdraft (offsale)	35.0%	0.0%	￡0.00
Barclays Bank Account with Packs	35.0%	0.0%	￡0.00
Platinum Banking Account (offsale)	35.0%	0.0%	￡0.00
Premier World Account (offsale)	35.0%	0.0%	￡0.00
Flexible Bank Account Base Rate Linked Overdraft (offsale)¹¹	35.0%	0.0%	￡0.00
Flexible Bank Account Personal Overdraft (offsale)	35.0%	0.0%	￡0.00

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the period between 1 July 2020 and 30 September 2020
Product	Advertised APR during the period¹²
Barclays Bank Account Personal Overdraft	35.0%
Premier Current Account¹³	19.5%
Student Additions Account?	0.0%
Higher Education Account?	0.0%
Barclays Bank Account Executive Overdraft	35.0%
Barclays Bank Account Premier Card Overdraft (offsale)	35.0%
Barclays Bank Account with Tech Pack¹⁴	51.6%
Barclays Bank Account with Travel Pack (offsale)¹⁵	48.7%
Barclays Bank Account with Travel Plus Pack (offsale)¹⁶	56.7%
Barclays Bank Account with Home Pack (offsale)¹⁷	39.7%
Barclays Bank Account with Premier Tech Pack (offsale)¹⁸	41.8%
Barclays Bank Account with Premier Travel Plus Pack (offsale)¹⁹	47.3%
Platinum Banking Account (offsale)²⁰	31.8%
Premier World Account (offsale)²⁰	31.8%
Flexible Bank Account Base Rate Linked Overdraft (offsale)¹¹	35.0%
Flexible Bank Account Personal Overdraft (offsale)	35.0%

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.

Important information

Direct contact with a suitably trained member of staff.^{Return to reference}
Contact available via at least one of the three channels listed.^{Return to reference}
Requires customer registration for Barclays Online Banking.^{Return to reference}
Via secure messaging.^{Return to reference}
Requires customer registration for the Barclays app.^{Return to reference}
Via Live chat, Direct call or Video banking (if registered).^{Return to reference}
If you pay in a Barclays cheque using the Barclays app, you’ll see the payment on your account almost instantly. But the money won’t be available until it’s cleared and appears in your available balance, which will happen by 23:59 the next weekday (Monday to Friday except bank holidays) when you pay in the cheque before 16:00 the weekday before.^{Return to reference}
Total incidents may be higher or lower than the sum of telephone, mobile and internet banking incidents. This will happen when (a) a single incident affects more than one of those channels or (b) an incident affects another system only.^{Return to reference}
You can provide most of your details online if a visit to a branch is needed.^{Return to reference}
You should make an appointment to avoid delays, although it may not always be necessary.^{Return to reference}
The interest rate is not a tracker rate.^{Return to reference}
All APRs assume an overdrawn balance of ￡1,200.^{Return to reference}
APR includes ￡500 interest free overdraft.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Tech Pack fees of ￡14.50.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Travel Pack fees of ￡12.50.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Travel Plus Pack fees of ￡18.00.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Home Pack fees of ￡6.00.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Premier Tech Pack fees of ￡7.50.^{Return to reference}
APR includes ￡100 interest free overdraft and monthly Premier Travel Plus Pack fees of ￡11.50.^{Return to reference}
APR includes ￡100 interest free overdraft.^{Return to reference}