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Video about Bermondsey Tower Bridge Road branch https://youtu.be/ru8-ySUPKqc

CUSTOMER RELATIONS

BARCLAYS

LEICESTER

LE87 2BB

Tel: 0800 282 390*

07 October 2021

OUR REFERENCE: CRLV62X8Z9

DEAR MRS MYERS

OUR COMPLAINT

THANK YOU FOR YOUR TIME ON THE PHONE TALKING THROUGH YOUR COMPLAINT WITH ME. THIS LETTER

EXPLAINS MY INVESTIGATION AND WHAT WE DISCUSSED.

IN SUMMARY YOUR COMPLAINT IS THAT YOU ARE DISSATISFIED WITH UPON YOUR VISIT TO TOWERB BRIDGE

ROAD BRANCH OVER TWO OCCASIONS, YOU HAVE BEEN UNABLE TRANSFER THE AMOUNT OF £2,300.00 TO

YOUR DAUGHTER. THIS WAS BASED ON YOUR RECOLLECTION OF DEPOSITING £1,300.00 UPON YOUR FIRST VISIT.

OUR DECISION

FIRSTLY, i WISH TO APOLOGISE THAT YOU HAVE HAD CAUSE TO COMPLAIN. aS i HAVEN’T BEEN ABLE TO

ESTABLISH ANY ERROR MADE BY US DURING THE HANDLING OF YOUR VISITS TO OUR BRANCH, YOUR COMPLAINT

WILL NOT BE UPHELD.

YOU HAVE MENTIONED UPON YOUR FIRST VISIT TO TOWER BRIDGE ROAD BRANCH ON 27 SEPTEMBER, THAT

YOU HAD DEPOSITED £2300.00 OVER THE COUNTER. I HAVE A COPY OF YOUR RECEIPT, WHICH WE

DIGITALLY SCAN INTO OUR SYSTEM FOR AN ELECTRONIC SCAN, STATING YOU HAD ONLY DEPOSITED L1300.00.

AFTER YOUR SECOND VISIT TO OUR TOWER BRIDGE ROAD BRANCH ON 1 OCTOBER, YOU HAD BEEN ALLUDED TO

THIS FACT. YOU HAVE MENTIONED YOU BELIEVE COLLEAGUES WITHIN THIS BRANCH HAVE CONSPIRED WITH

ONE ANOTHER TO SCAM YOU OF THIS MONEY. i APOLOGISE THAT YOU FEEL THIS WAY, AND WE TREAT CLAIMS

LIKE THIS WITH HIGH IMPORTANCE, HOWEVER i HAVE BEEN UNABLE TO SUBSTANTIATE THIS CLAIM AND THEREFORE WE WILL NOT INVESTIGATE THIS POINT FURTHER.

I HAVE BEEN ABLE TO SEE HOWEVER, YOU HAVE VISITED WALWORTH BRANCH SINCE THIS, ON 4 OCTOBER TO NOT ONLY RAISE YOUR COMPLAINT BUT ALSO TO DEPOSIT L1000.00 AND THEN CONDUCT THIS TRANSFER. I SINCERELY APOLOGISE THAT YOU FEEL THAT WE HAVEN’T DEALT WITH YOU IN THE CORRECT WAY, HOWEVER i

HAVEN’T BEEN ABLE TO ESTABLISH ANY ERROR OR WRONG-DOING BY OUR MEMBERS OF STAFF OR SYSTEM.

FURTHERMORE, I WOULD LIKE TO DRAW YOUR ATTENTION TO THE NOTICE TO CLOSE YOU HAVE BEEN ISSUED

WITH ON YOUR ACCOUNT. I HAD ISSUED THIS TO YOU BY LETTER ON 1 OCTOBER AS A RESULT OF YOUR VISIT

TO OUR BRANCH. WE DO NOT TOLERATE THE USE OF PROFANITY AND INSULTING LANGUAGE WHICH HAD BEEN

USED AND THEREFORE WE HAVE ISSUED THIS WITH OUR COLLEAGUE.S SAFETY IN MIND.

FINALLY, YOU HAD MENTIONED DURING OUR CONVERSATION THAT YOU SUFFER FROM CHRONIC ANXIETY. IF

THERE IS ANYTHING FURTHER WE CAN DO TO SUPPORT THIS GOING FORWARD TO SUPPORT YOUR BANKING

REQUIREMENTS, PLEASE LET US KNOW.

i UNDERSTAND THIS ISN’T THE OUTCOME YOU WERE LOOKING FOR. I DO HOPE THIS LETTER EXPLAINS HOW I’VE

CONSIDERED THE POINTS YOU.VE MADE AND ANSWERED THESE. THANK YOU FOR TAKING THE TIME TO LET US

KNOW ABOUT YOUR EXPERIENCE.

BELOW ARE THE DETAILS FOR THE FINANCIAL OMBUDSMAN SERVICE WHO CAN PROVIDE AN INDEPENDENT

REVIEW.

IF YOU’RE STILL NOT HAPPY

YOU HAVE THE RIGHT TO REFER YOUR COMPLAINT TO THE FINANCIAL OMBUDSMAN SERVICE, FREE OF

CHARGE – BUT YOU MUST DO SO WITHIN SIX MONTHS OF THE DATE OF THIS LETTER.

IF YOU DO NOT REFER YOUR COMPLAINT IN TIME, THE OMBUDSMAN WILL NOT HAVE OUR PERMISSION TO

CONSIDER YOUR COMPLAINT AND SO WILL ONLY BE ABLE TO DO SO IN VERY LIMITED CIRCUMSTANCES. FOR

EXAMPLE, IF THE OMBUDSMAN BELIEVES THAT THE DELAY WAS AS A RESULT OF EXCEPTIONAL

CIRCUMSTANCES.

WEBSITE: WWW.FINANCIAL-OMBUDSMAN.ORG.UK

FOR MORE INFORMATION PLEASE REFER TO OUR CONSUMER LEAFLET. WHICH YOU CAN VIEW IN THE

PUBLICATIONS SECTION ON THEIR WEBSITE. OUR WEBSITE ALSO EXPLAINS HOW WE HANDLE COMPLAINTS –

BARCLAYS.CO.UK⁄COMPLAINTS (JUST TYPE THIS INTO A NEW BROWSER WINDOW TO VIEW)

TO HELP US UNDERSTAND HOW I’VE HANDLED YOUR COMPLAINT YOU MAY RECEIVE A SURVEY ASKING ABOUT

THIS IN THE COMING DAYS, I’D REALLY APPRECIATE YOU FILLING THIS IN WITH YOUR COMMENTS. IN THE

MEANTIME, IF THERE’S ANYTHING YOU THINK i HAVEN’T CONSIDERED, OR YOU HAVE NEW INFORMATION TO

SHARE WITH ME, PLEASE LET ME KNOW RIGHT AWAY – I’LL BE HAPPY TO HELP. MY CONTACT DETAILS ARE

INCLUDED AT THE TOP OF THIS LETTER.

YOURS SINCERELY

JAMES ROBINSON

CUSTOMER ¢ARE REPRESENTATIVE CRE

TEL: 0800 282 390 (UK-ONLY FREEPHONE NUMBER FROM LANDLINES)

TEL: 0044 2071 167488 (FROM OUTSIDE THE UK)

ENCLOSED: FINANCIAL OMBUDSMAN SERVICE LEAFLET & OUR COMPLAINT LEAFLET

TO RECEIVE A COPY OF THIS LETTER IN BRAILLE, LARGE PRINT OR AUDIO, PLEASE CALL 0800 400 100* (VIA TEXT

DELAY OR NEXT GENERATION TEXT ELAY IF REQUIRED). VISIT BARCLAYS.CO.UK⁄ACCESSIBILITY FOR MORE

WAYS TO CONTACT US INCLUDING VIDEO CALLS FOR BLIND USERS. F YOU’RE CALLING FROM ABROAD, PLEASE

USE +44 (0)247 684 2099*.

*¢ALLS TO 0800 NUMBERS ARE FREE FROM UK LAND LINES AND PERSONAL MOBILES. OTHERWISE CALL CHARGES MAY APPLY. PLEASE CHECK WITH YOUR SERVICE PROVIDER. tO MAINTAIN A QUALITY

SERVICE, WE MAY MONITOR OR RECORD PHONE CALLS.

Dear Mrs Myers


Thank you for your email.


I’ve attached a copy of the final response that we received from Barclays. I understand that they read this to you on the phone, but now you have a copy in writing.

Could you please let us know if you would like us to look into this complaint and I’ll assess the next steps to be taken.

Please quote our complaint reference number above when contacting us about this issue.

Kind regards


Joe Sharman | assistant (customer help) | 0800 023 4567
Financial Ombudsman Service | Exchange Tower, London, E14 9SR

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