Our Complaints Commitment

We are committed to providing a high standard of service at all times. Inevitably, things do go wrong hence Informing us when you are unhappy with our products or service, provides us with the opportunity to put the matter right and ensure we improve our service to you and all our esteemed customers.

By complaining you provide us with valuable information about how we are treating our customers.

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Our Minimum Standards:
  1. Review all complaints fairly and promptly.
  2. Aim to resolve complaints at First point of Contact.
  3. Regularly updates our customers.
  4. Handle complaints in compliance with all laws and regulatory requirements.   
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How to raise a complaint

We handle all complaints received via any of our communication channels below:

  • Face to Face: Visit any of our branches/ Centre close to you and speak to a bank official
  • By Telephone: Call our 24 hour contact centre, Tel: +254(20)3900000 /+254(732)130120/+254(722)130120
  • By Email: email us at Barclays.kenya@barclaysafrica.com or  Card.services@barclaysafrica.com for credit card related cases
  • Online: Write to us via available option on BIR registration menu or log a complaint in box Self-service registered Internet Banking users’ on our web page.(www.barclays.co.ke)
  • By Post: Please write to Complaints Manager, Customer Service, Barclays Bank of Kenya, P.O.BOX 30120-00100  Nairobi ,Kenya

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The process for raising complaints is transparent hence we encourage all our customers to use any of our available communication channels stated above as all cases will be reviewed and handled fairly.   

Escalation of your complaints
Our Complaints Process: 

We will do our best to resolve your complaint immediately with minimum inconvenience to you. If we are unable to resolve your complaint within 48 hours on receipt, we shall:

  • Contact you via phone or issue a written acknowledgement of your complaint
  • Issue a reference number for the complaint for tracking purposes.
  • Provide the name and contact details of the staff member handling the complaint.
  • Notify you via phone or email once the matter has been resolved.

Some complaints may take a longer time than expected to resolve however, even in such cases, in addition to an acknowledgement you will be provided with regular updates on the outcome of our investigations if the matter is not resolved within 10 working Days.

Not satisfied with our response?

In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us within 2 weeks or escalate further to the Managing Directors Office.

Need more help?


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



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