Barclays - most effective complaint procedure

rubble2

I have a problem with a Barclays account regarding the contents of statements, I have today spoken to Barclays Customer Services team and was passed between five people non of whom could provide any information or a solution to the problem.

I then went into my local branch and spoke to a lady there who has tried her best to resolve the issue by contacting an in house chatroom whilst I was waiting with her, she said to me that she felt she was being 'fobbed off' and to leave it with her and she would try and resolve it and then update me. She has just rung back and although she has tried to get me more information I am still unhappy with the responses I have received.

The situation is as follows :-

I have a Mortgage Current Account which runs alongside our Barclays Mortgage and for that I receive(d) a statement every month detailing transactions in and out and charges which are to be applied to the account with a date when the charges will be levied.

In July I received a text message from Barclays asking if I wanted to continue receiving statements every quarter, I called them and explained that I had always received monthly statements and I wanted to continue doing so.
In August no statement (usually issued on the 5th of the month) had arrived by the 14th so I called them again and they issued a statement dated 14th August with a commitment to issue future statements on or around that date every month.
This morning I received my statement issued on 13th September but it omitted the information regarding the amount and due date for the charges to be applied.

This prompted my call to customer services and subsequent visit to the branch.

The result of the phonecall back from the lady in the branch is the suggestion that I wait until the next statement is issued and 'see if things go back to normal' In the meantime it appears that nobody in the Barclays organisation can tell me when charges will be applied to the account and how much they will be for.

I would really like to get this resolved sooner than later as I really believe that if I just wait until the next statement cycle in October I will be no further forward.

Any suggestion as to the most effective way to take this complaint forward would be appreciated.

femina

How to make a formal complaint with Barclays:

barclays.co.uk/help/making-a-complaint/how-do-i-make-a-complaint-/

mgdavid

Bit puzzled by this; I cannot find a Barclays reference to a 'Mortgage Current Account', do you mean you have an Offset Mortgage and a current account to offset against it? I don't understand why you are receiving varying charges as AFAIK Barclays current accounts are free and the add-on packs are a fixed monthly fee. Are you going into an overdraft situation frequently?

PRAISETHESUN

Make a formal written complaint. If they do not resolve your complaint in 8 weeks, escalate it to the FOS. This will be the most effective use of your time rather than making multiple branch visits or phone calls and sit around whilst they do nothing particularly helpful.

https://www.barclays.co.uk/help/making-a-complaint/how-do-i-make-a-complaint-/