Barclays could pay out to customers that were affected by a three-day technical glitch at the end of January.
The disruption saw some customers unable to make payments and transfers, while others said their balances were incorrect. It coincided with payday for millions of Brits, as well as the January 31 self-assessment deadline. At the time, said late penalties would not be applied to customers who experienced issues because of the outage.
The technical glitch was caused by a software problem in a part of Barclays’ mainframe operating system. New data published by the Treasury Committee today revealed there has been more than 33 days’ worth of unplanned tech and system outages in the last two years for nine of the UK’s biggest banks and building societies. In total, Barclays could pay out up to £12.5million in compensation to customers affected by outages over the last two years.
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Am I entitled to compensation from Barclays?You could be owed compensation if you were left out of pocket due to a technical glitch - for example, if an outage caused you to miss a payment and you incurred a late fee. If your credit rating is affected because of a missed payment, you should also keep a record of this.
A spokesperson from Barclays says it is using its own records to try and identify customers that may have been impacted, and says it is prioritising those who are considered vulnerable. You may be contacted by the bank to provide more information. Customers can also raise a complaint directly with Barclays. The number to call is 0800 282 390 from the UK, or +44 (0)207 116 7488 from abroad.
Barclays says it aims to respond to complaints within three days, but says this can take longer in complex cases. You can also write to Barclays by sending a letter to: Freepost Barclays Customer Relations. If you're not happy with the outcome of your complaint, you can contact the Financial Ombudsman Service (FOS) for free.
A Barclays spokesperson said: “We welcome the opportunity to engage with the Treasury Select Committee and responded in detail to the questions the committee raised. Supporting and serving our customers remains our number one priority. We continue to work hard to keep all our services available and we are deeply sorry to customers who have been impacted by any service outage."
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