In the case of complaints
When lodging a complaint, please provide us with your full name, account details (if you are a Barclays customer), contact information (address, daytime telephone number and email address), copies of any relevant documents and a clear description of your complaint so that we are able to resolve it as fast as possible.
We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. If we are unable to resolve your complaint by the following business day, you will receive:
- A telephone call or a written acknowledgement of your complaint
- The name and contact details of the staff member dealing with it
Some complex complaints may take a longer time to resolve. However, even in such cases, in addition to a written acknowledgement you will be informed about the status of your complaint within 21 calendar days, and we will provide regular updates on the outcome of our investigations and proposed actions.
We always do our best to try and resolve a complaint within 21 calendar days. If, for some reason, we are unable to do so, we will write to you explaining why, and let you know by when your complaint will be resolved.
If, for any reason, you do not have a response from the above access channels or if you do not hear from us within 10 working days, you can escalate your complaint to the Head of Customer Service, who will revert to you within five working days.
If you remain unsatisfied with the response you receive from us, please let us know, including information about why you are not satisfied with our reply, and we will, if you wish, forward your complaint on to the Central Bank of Seychelles.
The Central Bank of Seychelles regulates the activities of all commercial banks in Seychelles and will respond to complaints forwarded to it within 28 days. You can check the progress of a forwarded complaint by calling the Central Bank +248 4282094 or 4282075.