Our complaints commitment

We are committed to providing a high standard of service  at all times . However,if you  are unhappy about any aspect of our service,we need to know about it.This gives us the chance to put the matter right, and ensures we improve our service to you in the future.

We're here to help
We're here to help

The quickest way for your complaint to be addressed is to speak to a staff member at the nearest branch either personally or by telephone.You can also contact us in writing or send us an email.    

Please write to us
Please write to:

Complaints Manager
Customer Service
Barclays Bank  of Kenya Limited
P.O. Box 30120 - 00100
Nairobi, Kenya

Or email us at  barclays.kenya@barclays.com

Please provide us with your full name, account details (if you are a Barclays customer), contact information (address, day-time telephone number and e-mail 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.    

clock showing how soon
How soon can you expect a response?

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 day,you will receive:

  • 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 10 working days,and we will provide regular updates on the outcome of our investigations and proposed actions.    

Escalation of your complaints
Escalation of your complaints 

If, for whatever reason, you are not satisfied with the response you receive from the above access channels or if you do not hear from us within 10 working days, you can escalate your complaint to: 

Head of Customer Service - Kenya 
Barclays Bank of Kenya Limited 
P.O. Box 30120 - 00100 
Nairobi, Kenya

You will receive a response within 5 working days  of receipt of your complaint.

Need more help?


Tel: +254 (20) 3900000
Cell: +254 (722) 130120
Cell: +254 (732) 130120



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