Making a complaint

Fraud victims of the bank often ask us “will Barclays refund scammed money?” The simple answer is maybe. Depending on what happened, you may be able to get your money back where you lost funds to an APP fraud.

How to make a complaint

You can complain to us in a number of ways:

  • By e-mail: Using the address provided in your Welcome Pack

  • in writing: refundfix
    3rd Floor
    86-90 Paul Street
    EC2A 4NE

What happens next?

1.  Acknowledgement

We aim to resolve any expression of dissatisfaction as soon as possible. We’ll be in touch within 4 business days to provide you with a written acknowledgement providing early reassurance your complaint has been received and is being dealt with.

2. Investigation

We’re typically allowed up to 8 weeks to investigate and fully respond to your complaint (although in some circumstances this is 15 business days). However, we’ll try to resolve your complaint much sooner than that.

3. Our decision

Once we’ve fully investigated your case we’ll produce what’s called a ‘final response’. This is the final stage of our process and you’ll need to appeal it externally should you remain unhappy.

If 8 weeks has passed and we haven’t yet provided you with a ‘final response’, we’ll send you an update with details on how to escalate your complaint to the Claims Management Ombudsman should you wish to do so.

4. Appeal

If you’re not happy with our final response, you have the right to refer your complaint to the Claims Management Ombudsman, free of charge – but you have to do this within 6 months of the date of our final response.

You can appeal this with the Claims Management Ombudsman (CMO) at:

Claims Management Ombudsman
Exchange Tower
E14 9SR