Pingit Terms and Conditions
The terms and conditions displayed here apply to our most current app version. To view your current terms and conditions for your app version please log into Pingit, click the person icon in the top left and then scroll down to ‘T&C’.
CHANGES TO PINGIT TERMS AND CONDITIONS
We're making some changes to your Pingit terms and conditions. We've set them out below:
- It’s now possible to request money using your Pingit.me link and have the money paid directly into a Jar. We’ve updated section 22 to explain this
- We’ve updated section 19 in line with a change that will take effect from 19 April. We’ll provide additional information on the cost to you of using your Pingit device or card abroad, including how you can find information to allow you to compare our exchange rates with those offered by retailers or ATM providers when making a transaction or withdrawing cash
If you're a new user, these Pingit terms apply from the date you register and accept the terms and conditions in the Pingit app.
If you're already using Pingit, these changes apply from the date you accept the terms and conditions within the Pingit app. You accept these changes by continuing to use the Pingit app. If you’re not happy with these changes, you can cancel your registration or delete the Pingit app.
You can read a copy of the latest terms and conditions in the Pingit app, and we recommend you download and store a copy of the revised terms once you have signed them.Any questions?
If you have any questions or we can help in any way, please contact the Pingit helpdesk – you'll find our contact details on www.pingit.com/help. We're available 24 hours a day, 7 days a week.
PINGIT TERMS AND CONDITIONS
1.1Please read and accept these terms and conditions to use Pingit. You can read a copy of these terms and conditions in the Pingit app ("the App") or download and store a copy from pingit.com ("the Website").
1.2To use certain services in Pingit, you might be asked to read and accept more terms and conditions that relate to what you're trying to do – for example, if you want to make payments using Pingit.
1.3The General Terms also apply to your use of Pingit. By General Terms we mean:
- for Barclays customers registering a Barclays account to Pingit, the general current account or business account terms for the account you're registering
- for customers registering an account held with another financial institution to Pingit, the Terms and Conditions for Personal customers. They will apply to your use of the Pingit Account we'll create for you when you register for Pingit. You'll find them at Barclays.co.uk/rca – please download and store a copy for your records. You should also download and store a copy of the Barclays Tariff for Personal Customers. You'll find this at Barclays.co.uk/rca.
1.4These terms and conditions take priority over the General Terms in respect of your use of Pingit.
1.5Reference in these terms to "us", "we", "our" or Barclays means the Barclays company with which you hold an account (Barclays Bank UK PLC or Barclays Bank PLC), or Barclays Bank UK PLC for Pingit Account holders. Reference to the "Barclays Group" means the Barclays group of companies.
2. ABOUT PINGIT
2.1You can use Pingit to:
- make payments to or receive payments from individuals in the UK or abroad
- request money from individuals in the UK
- pay businesses for goods and services
- donate to a fundraising page set up in Pingit or set up fundraising pages for others to donate to your chosen charity
- produce product invoices (business accounts only)
You'll find more information about the range of features Pingit offers on the Website or in the App.
3.WHAT DOES IT COST TO USE PINGIT?
3.1Unless you are a business customer, we won't charge you for sending sterling payments in the UK through Pingit or Paym.
3.2Unless you are a business customer, we won't charge you for receiving sterling payments through Pingit or Paym.
3.3You may be charged by your service provider (eg for mobile data usage) when using the App on your mobile phone.
3.4If you make international payments or payments in a currency other than sterling these may be subject to charges (including any overseas delivery charges imposed by a recipient's bank) and exchange rates and margins as set out in the General Terms and your tariff. You can make payments to selected countries transaction fee-free. We'll tell you before we introduce a charge for payments to these countries.
3.5If you receive international payments or payments in a currency other than sterling, we'll convert the funds into sterling and credit your account as set out in the General Terms. These payments will be subject to charges as set out in the General Terms and your tariff.
3.6If you're a business customer, you may incur standard charges for making or receiving payments using Pingit or Paym. Please check your tariff or speak to your Business Team.
3.7Other charges may apply for specific services – if so, we'll tell you as part of the specific conditions for those services.
4.WHO CAN USE PINGIT?
4.1You must be:
- 16 years or over and be a resident of, and have a current account in, the UK, the Isle of Man, Jersey or Guernsey; or
- a business operating in, and have a current account in, the UK
4.2Your account must be able to receive payments through the UK Faster Payments network.
4.3You must have a valid UK mobile phone number (i.e. the number starts with 07).
4.4If you have a joint account, each account holder can register separately for Pingit.
4.5You can register:
- using a Barclays account ("your nominated account"); or
- by providing us with details of your current account held with another financial institution. We will then open an electronic money account (a "Pingit Account") for you.
4.6To use Pingit you'll need to download the App. You can find further details on how to do this on the Website.
4.7When you register to use the App, we'll link the App to your nominated account or Pingit Account.
4.8You can choose to use some or all of the services available, however we may not offer some services to you depending on the type of account you have and, for customers with a Pingit Account, whether you have unlocked Pingit as set out in condition 5.7.
4.9If we need to, we can refuse to register you for Pingit.
5.1The Pingit Account is an electronic money account which can be used to make or receive payments through the App. You can only operate your Pingit Account in conjunction with your use of the App.
5.2You need to know that the Pingit Account is an electronic money product and therefore:
- it is not covered by the Financial Services Compensation Scheme ("FSCS")
- it is a zero interest account
- in respect of money held in your Pingit Account, as a regulated credit institution Barclays Bank UK PLC is required to comply with capital and prudential requirements imposed by law. These requirements are designed to ensure the safety of funds held with us, and this is monitored by the Financial Conduct Authority and the Prudential Regulation Authority.
5.3When we set up your Pingit Account, we'll verify your identity and address using details we collect during the registration process. This will involve one or more credit reference agency checks of your details against the particulars on any database (public or otherwise) to which they have access. The credit reference agency will keep a record of this check which may be used to help other companies verify your identity. This will not affect your credit rating.
5.4You can top up or fund your Pingit Account:
- by direct transfer (for example using Online Banking) from any of your other UK, Isle of Man, Jersey or Guernsey bank accounts
- by standing order
- using a debit card linked to your current account;
- by setting up a scheduled top-up or low balance top-up; or
- by any other means about which we advise you from time to time
5.5Limits apply to the amount you can top up using a debit card. We'll tell you in the App how much you can top up and if you've exceeded your limit.
5.6You can ask us to return the money in your Pingit Account at any time by using the App to transfer funds to the bank account you registered when opening your account. No fee will be charged for redeeming the funds. In certain circumstances we may carry out additional security checks before processing the transaction.
5.7You can choose to unlock your Pingit Account to access additional services. We'll tell you the steps you need to take to do this in the App. You don't have to unlock Pingit but if you don't we won't offer you the full range of services offered by Pingit, and we may place limits on how you can use Pingit. You'll find details of these limits on pingit.com/pingit-limits/.
5.8If you choose not to unlock your Pingit Account, if you breach any of the applicable limits, we'll need to suspend your use of the Pingit Account. We'll tell you in the App if we've suspended your Pingit Account and explain the steps you need to take so that we can unblock your Pingit Account.
6.USING THE APP
6.1In addition to the conditions below, the conditions relating to online banking set out in the General Terms apply in relation to your use of the App.
6.2We may stop or suspend your use of the App:
- if we reasonably consider it necessary to protect the security of Pingit or your account
- if we suspect or you tell us there may be unauthorised or fraudulent use of Pingit or your account
- if we believe there's a significant increased risk or you will be unable to repay money you owe us; and
- if we are required to do so by law
6.3If we find we need to do this we'll contact you using the details you have given us as soon as we can (and in advance where possible) to explain why, unless that would break the law or it would compromise our security measures.
6.4Once the reason for stopping or suspending the App no longer applies (which may require you to carry out instructions we give you), we'll unblock the App
6.5You must only use the App as set out in these terms or in information on our Website or within the App.
6.6The App may utilise or include third party software and copyrighted material or may be subject to an open source license or other licence. Acknowledgements, licensing terms and disclaimers for such third party software and copyrighted material are set out in the Pingit Software Terms and Conditions available from the Website.
6.7Please check the Apple App Store or Google Play for details of devices and operating systems compatible with the App. You may need to upgrade the operating system on your device to continue using the App if we change the version(s) we support.
6.8You must not share any image unless you have the consent to share it from anyone appearing in the image.
6.9You must not use the App to upload or store inappropriate or illegal images or content that breaches the rights of others.
6.10You must not attempt to make any income directly from using the App.
6.11You must not use the App to do anything illegal.
6.12You must not use the App in any way that could damage it or stop it from working or affect our systems or other users – for example, by hacking into or inserting malicious code into the App or iOS, Android or other operating systems.
6.13You must not collect any information or data from the App or our systems or try to read any messages or information not meant for you.
6.14You must obey any laws that apply to you in any place you use the App.
6.15If you provide feedback or ideas ("suggestions") relating to the App, we may use your suggestions without any obligation to attribute them to you or to compensate you. You must not give us any information that is confidential, commercially sensitive or contains original creative work or is the intellectual property or proprietary property of you or another person. Any suggestions you make will automatically become the property of Barclays.
7.INFORMATION ABOUT YOU
7.1Barclays is committed to protecting your personal data. We will use your information for a number of different purposes, for example, to manage your account(s), to provide our products and services to you and others and to meet our legal and regulatory obligations. We may also share your information with our trusted 3rd parties for these purposes. For more detailed information on how and why we use your information, including the rights in relation to your personal data, and our legal grounds for using it, please go to Barclays.co.uk/control-your-data or you can request a copy from us.
7.2If you use Pingit to send or receive money and pay individuals, businesses or charities in the UK or abroad, we will disclose your full name and mobile number when processing your requests or will display this information in messages sent to your payees or people paying you using Pingit. This information is drawn from records that we already hold about your account and may be different to any names, nicknames or other pseudonyms you are known by or use when registering for Pingit.
7.3If you make a payment to a business, we may disclose your name and account details to enable the business to reconcile and/or apply the payment.
7.4If you use the Siri payments feature, we will share limited data with Apple so that Siri can understand when you ask to make a payment, and can access payment details for the person you have asked to pay. Please see Apple's privacy notice for details of how Apple uses your information. You can find the notice within your Siri device settings. You can opt out of Siri access in your device settings at any time.
7.5If you are registering an account you hold with another bank, we will use any information you provide to us in connection with receiving payments only for the purposes of administering those payments and to contact you about Pingit including sending you text messages about promotions relating to Pingit.
7.6When you register for Pingit, we'll sync the App with your address book by accessing your contacts, storing your phone numbers and contact details and indicating (for example by displaying an icon next to a contact's name) if the contact is registered for Pingit. By doing this we enable:
- you to see if your contacts are registered for Pingit should you wish to pay them using Pingit
- other Pingit users to see which of their contacts are registered for Pingit should they wish to pay them using Pingit (for example by displaying an icon next to a contact's name).
7.7By registering for Pingit you consent to your registration being visible to other Pingit users. If you do not want your registration to be visible to others using this feature, you will have to de-register from Pingit.
7.8If you request a Pingit card we'll share your name and address details with our third party card issuer so that they can dispatch the Pingit card to you.
8.3We need these cookies for Pingit to work – if you don't want them, you'll have to delete the App.
8.4If you use certain features, the App will need to access information on your mobile phone to work. If we can, we'll ask you before the App accesses your device or information, and you can decline. You can manage how the App accesses your device or information using privacy settings on your mobile phone (for iOS), or by uninstalling the App (for Android). You can also use the usage settings in the App to do this. If you don't do this, we'll assume you agree that the App can access your device or information.
8.5The App may also need to cache data on your device to enable certain features (such as the caching of recent payee data to enable use of the Pingit Keyboard). We'll ask you before the App accesses your device or information, and you can decline. Where we are unable to ask your permission (such as the iOS Force Touch and iMessage keyboard features which cache recent payee data automatically when present on your device) you'll need to use the device settings to disable these.
8.6If you launch the Pingit Keyboard (a custom keyboard) a cache of your recent payees on your device will be displayed and will be visible to you and anyone else with access to your device. If you don't want this to happen, please don't enable or use the Pingit Keyboard.
9.USING LOCATION DATA
9.1Certain services (including the branch finder) will make use of location data sent from your mobile phone. You can turn off this functionality at any time by turning off the location services settings for the App on your mobile device.
9.2Access to maps is subject to separate terms, details of which can be found on the Website.
10.KEEPING US INFORMED
10.1If your account details, mobile phone number, address or any other information about you changes, tell us straight away.
11.1In addition to the conditions below, the conditions relating to payment instruments set out in the General Terms apply to your use of Pingit and the App.
11.2Always keep your mobile phone secure and close the App if you're not using it.
11.3If you suspect that someone else knows your passcode or other security details you must contact us immediately by calling us on the number available on the Website. If you don't let us know, we may not pay you back if someone takes money from your account because they knew your account details.
11.4We won't ever phone you or send you an email asking for your security details. Nor will we ever ask anybody to do this for us. If anyone contacts you asking for your security details, they may be a fraudster. Tell us straight away on 0800 400 100 (outside the UK dial +44 (0)2476 842 099).
11.5Some devices allow you to use your fingerprint or Face IDs for logging into the App. If you enable this feature, then anyone whose fingerprint or Face ID is registered on your phone may be able to log into the app and access your accounts. Before enabling this feature, you should delete any other fingerprints or Face ID registered on the device first; otherwise, transactions made by anyone else who has their fingerprint or Face ID registered on the device will be treated as being authorised by you. You must not activate this feature if you allow other people to access your phone using their fingerprint or Face ID.
11.6Don't install or use the App on a jail-broken or rooted device. These have had their security features changed in order to work, which makes them less secure, and means that fraudsters could access your phone and steal your information or money.
11.7If you hold a Barclays account linked to Pingit, you can give your security details to authorised companies that require your security information to provide account information services (a service that allows you to see your accounts with different providers in one place) and payment initiation services (a service that allows a third party to instruct us to make payments from your account on your behalf). When we say "authorised" we mean a company that is authorised by the Financial Conduct Authority or another European regulator to provide the relevant service. In the UK, the Financial Conduct Authority's register (available at register.fca.org.uk) will tell you whether a company is authorised. You should always consider the implications of sharing our security credentials and your personal information.
12.1We will contact you from time to time about Pingit, including marketing messages relating to Pingit. We'll do this electronically, for example by email, text, notifications or other messages on the App or mobile device or by telephone or post.
12.2We and other Barclays Group companies may contact you with information about our products and services (and those of specially selected parties) that may be of interest to you, in line with your marketing contact preferences provided to us either through the App or elsewhere. All such communications will come from Barclays. We will never pass your information to a third party for them to use in their own direct marketing without your consent.
12.3You may tell us at any time if you do not wish to receive marketing messages from us by contacting us as set out in your General Terms or by following any instructions we may include in the message we send to you. For example, a STOP message will appear at the foot of marketing text messages we send you.
13.IF THINGS GO WRONG
13.1The General Terms explain when you can claim back from us if something goes wrong with a payment.
13.2There are some things that we're not responsible for because, for example, they're out of our control or they relate to how your mobile phone works. So we can't be responsible if you lose money because:
13.2.1you are unable to access or use Pingit for any reason or it's slow.
13.2.2any device, hardware or software you use with the App is damaged or corrupted or doesn't work
13.2.3Pingit does not work as you expect, doesn't meet your requirements or contains errors or defects or we fail to correct these
13.2.4you don't receive a text or message in the app in a timely manner
13.2.5you sent, received or shared an inappropriate or illegal image or content or breached the rights of another person; or
13.2.6we're prevented from providing any service in part or in full because of something a third party does.
14.1In addition to the conditions below, the General Terms apply if you use Pingit to make payments.
14.2Once you've registered on the App to make payments, you can make a payment to anyone with a UK bank account by providing a valid UK mobile phone number for them and the amount you wish to pay them.
14.3You can also pay someone using their Twitter username, if they've linked it to their Pingit account.
14.4Alternatively, if you have a debit card linked to your nominated Barclays account, and you do not know your payee's mobile phone number, you can use Pingit to pay directly into your payee's bank account – all you need is their sort code and account number.
14.5For payments to certain businesses, you can also make payments:
- using a reference or scanning a code they give you.
- using the organisation's details stored in the directory in the App.
14.6You can use Siri to instruct payments using Pingit. All Siri payments will be made from your nominated account or Pingit Account. You must ensure you have activated finger print or face ID to authenticated the payment.
14.7You can access Pingit from some third party apps on Android and from the iMessage app on iOS to make payments using Pingit Keyboard. The same authorisation processes used for accessing the App will apply when you authorise a payment via Pingit Keyboard.
14.8You must have sufficient funds in your nominated Barclays account or Pingit Account to make the payment.
14.9Before making a payment to your payee using their mobile phone number, please check that:
- your payee has given consent for their mobile phone number to be shared with us
- the mobile phone number you provide for your payee is current and correct
14.10We'll send the money using Pingit, however if your payee is not registered with Pingit, we'll attempt to send the payment using Paym.
14.11If your payee is not registered with Paym, we'll provide you with a unique website address that you can share with them. This address will ask them to verify themselves (through the use of a code sent to their mobile phone number). Once verification is complete, they will be asked to provide their name and bank account details. We'll make the payment once we receive those details, and providing you've enough funds in your Barclays account or Pingit account at that point to make the payment.
14.12If your payee has not collected the payment within 7 days, we'll cancel their ability to use that website address to do so. We'll send you two reminders during this time and advise you if the payment has been cancelled.
14.13You can also cancel the payment yourself within the App. If you choose to do this, your payee will no longer be able to use the website address we originally gave you to collect the payment. Your payee will not be told.
14.14You can make an international payment to a payee by giving us their name, account details and any extra information required for us to make the payment. Further information including the countries you can send payments to is available in the App and on the Website.
14.15Payment limits apply – please check the current limits on the Website.
14.16We may refuse to process a payment for the reasons set out in the General Terms or if we reasonably believe that you have not met any of these conditions. The General Terms set out how we will notify you if we refuse to process a payment.
14.17If you enter the wrong payment details, the payment might fail or go to the wrong person. While we're not responsible for this, we'll help you to try and get your money back. We explain this in more detail in the General Terms.
14.18If you want to cancel, recall, change or trace a payment, the General Terms explain when we can charge you a fee for this service.
15.1In addition to the conditions below, the General Terms apply if you use Pingit to receive payments.
15.2To receive payments sent using Pingit you must have:
- a valid UK mobile number; and
- a UK bank account which can receive payments through Faster Payments
15.3Alternatively, if you have a Barclays account but do not have a mobile phone that supports Pingit, or if you just want to receive, but not send, Pingit payments, you can register to do so using the Website.
15.4If a payment is sent to you but you are not yet registered for Pingit or Paym, we'll send the payer a unique website address which they can share with you. The website will ask you to verify yourself through the use of a code sent to your mobile phone number. Once verification is complete, we'll ask you to provide your name and bank account details. We'll make the payment once we receive those details.
15.5If you don't collect the payment within 7 days we'll cancel your ability to collect the payment.
15.6Any payments you receive from Pingit users will be paid into your nominated Barclays account or Pingit Account as applicable.
15.7Limits apply – please check the current limits on the Website.
15.8If you receive any payments by mistake, you must tell us as soon as possible and return the payment to us.
15.9If you receive a payment by mistake, we can authorise the bank holding your account to debit that account and return the amount of the payment to us. If the bank is unable to do this, you agree that we can disclose your details to the payer so that they can take action to recover the mistaken payment.
15.10Once you have registered, we'll send the payment to your nominated account or Pingit account. In doing this we are acting as payment service provider for the payer and are not providing any service directly to you, unless your account is held with us.
15.11We may make changes to these conditions, and how other Pingit users can make payments to you, and can end your ability to receive payments through the service, at any time without first notifying you of those changes.
15.12You must not generate, distribute, or offer to any person, any code or reference for use with the App unless you have our prior written permission to do so.
15.13When you register to receive mobile payments, we'll share your full name and mobile number with Pingit or other service we tell you about. This means other users of these services will be able to see your name and mobile number. This information is drawn from records that we already hold about your account and may be different to any names, nicknames or other pseudonyms you are known by or use when registering for Pingit.
16.1Paym is a service offered by the Mobile Payments Services Company Limited, which lets you link your mobile number with your bank account so you can send or receive money using a mobile phone. There's more information on the Paym website paym.co.uk.
16.2You can register with Barclays to receive Paym payments. If you have the App, you can also send payments to other customers registered for Paym.
16.3The General Terms apply to your registration and use of Paym.
16.4Before you can receive payments using Paym you must register and match your mobile number with your nominated account or your Pingit Account. You can only associate one mobile number with a bank account. If you've already registered an account from another bank or building society, you'll need to de-register this before you can register with your nominated account.
16.5By registering for Paym, you agree that we will use and share the information you've provided, including:
- your mobile number
- your account name and details. Your account name will be drawn from records that we already hold about your account and may be different to any names, nicknames or other pseudonyms you are known by or use with the following (who are also bound to keep your information secure and confidential):
- The Mobile Payments Services Company Limited
- their service providers and agents (including any subcontractors)
- other financial institutions who are members of Paym; and employees and contractors of any of the above persons.
16.6You agree that other Paym users sending you money can access these details in order to make the payment to you.
16.7If your account details, mobile phone number or any other information about you changes, tell us straight away.
16.8You can send money to anyone registered for Paym using the App (or any of our other apps or services we tell you from time to time).
16.9Limits apply – please check the Website for details.
16.10When you instruct us to make a payment using a mobile, we will try to send the payment via Pingit. If your payee is not registered for Pingit we will try to send the money using Paym.
16.11Once you have registered, any money sent to you using Paym will be paid into your nominated account or Pingit Account.
16.12By registering for Paym, you confirm that you are the intended recipient of the money sent to you using Paym. If you receive any payments by mistake, you must tell us as soon as possible and return the payment to us.
16.13We can stop you using Paym as set out in the General Terms. We can also suspend or remove your registration if:
16.13.1we reasonably believe your registration has or is likely to have been compromised
16.13.2we suspect any fraud in respect to your registration or account; or
16.13.3your account is closed or switched.
17.PINGIT ACCEPTANCE MARK
17.1If you are a business customer you may download a Pingit acceptance mark from the Website and use it to indicate that you accept Pingit payments from your customers.
17.2You acknowledge that the Pingit acceptance mark is a trade mark of Barclays and by downloading or using it you agree to comply with all guidelines and conditions we publish on using the acceptance mark and not to interfere with or challenge our rights to the acceptance mark or do anything that may bring Barclays or the trade mark any harm or disrepute.
17.3All use that you make of the acceptance mark will be for the benefit of Barclays and you acknowledge that we may at our sole option withdraw the acceptance mark from use at any time.
18.1Pingit Jars allows you to manage your money by placing funds into one or more electronic money accounts, enabling you to ring fence funds for a particular purpose. You can top up your Jar from another account or debit card, move money between Jars and send payments or transfer money from your Jar.
18.2In addition to these conditions, the General Terms apply if you use Pingit Jars to make and receive payments. These are the Terms and Conditions for Personal customers and you can find them at barclays.co.uk/rca.
18.3You need to know that Pingit Jars is an electronic money product and therefore:
- it is not covered by the Financial Services Compensation Scheme ("FSCS")
- it is a zero interest account
- in respect of money held in your Jars, as a regulated credit institution Barclays Bank UK PLC is required to comply with capital and prudential requirements imposed by law. These requirements are designed to ensure the safety of funds held with us, and this is monitored by the Financial Conduct Authority and the Prudential Regulation Authority.
18.4We can refuse to register you for Pingit Jars or cancel the service after giving you notice in accordance with the General Terms.
18.5To use Pingit Jars you must have a UK personal current bank account registered to Pingit and be a resident of the UK, Isle of Man, Jersey or Guernsey.
18.6Customers who have registered for Pingit with a Barclays Mortgage Current Account are not eligible to use Pingit Jars.
18.7Pingit Jars must not be used for business and are not available to business account customers.
18.8If you have a Pingit Account, you'll need to fully unlock Pingit before you can use Pingit Jars. We'll prompt you to do this if you request to open a Jar.
18.9You can open one or more Jars but there's a limit to the number of Jars you can have at any one time. For details please see the Website.
18.10You can choose the name for each Jar you open and can rename a Jar at any time in the App. We won't allow you to use certain names, for example if you have called another Jar the same name, or if you use profanities in the name.
18.11Only UK sterling funds can be held in a Jar. If someone makes a non-sterling payment to a Jar you hold, we'll convert the funds into sterling and credit your account as set out in the General Terms.
18.12You can't hold a Jar jointly with someone else. If you're a joint account holder, you'll be able to view and manage the Jars you have set up yourself in the App. Other parties to your joint account won't be able to view your Jars, and similarly you won't be able to view any Jars set up by other parties to your joint account.
18.13You can top up or fund a Jar by:
- direct transfer (for example using Online or Telephone banking) from any of your other bank accounts
- receiving payments directly from a third party
- transferring funds from another of your Jars (if you have set up more than one)
- transferring funds from your nominated Barclays account or Pingit Account
- using a debit card you've linked to the Jar;
- setting up a scheduled top-up or a low balance top-up utilising funds either:
- by using a debit card you've linked to the Jar; or
- from your nominated Barclays account or Pingit Account
- setting up a standing order; or
- by any other means about which we advise you from time to time
18.14Limits apply to the amount you can top up using a debit card. We'll tell you in the App how much you can top up and if you've exceeded your limit.
18.15If you set up a scheduled top-up you must confirm to us the amount by which you’d like to top up and how frequently you’d like us to carry out the top-up. If you set up a low balance top-up you must confirm to us the amount by which you’d like to top up and the low balance threshold which, if reached, will trigger an automatic top-up of the Jar.
18.16We’ll make the scheduled or low balance top-up automatically in line with your instructions until either:
- you cancel the top-up; or
- we cancel the top-up in line with condition 18.20 or 18.21 below
18.17You can cancel a scheduled or low balance top-up at any time until we make the top-up in line with your instructions.
18.18 For low balance top-ups, you must ensure you have sufficient available funds in your bank account to cover any low balance top-up automatically triggered, otherwise your top-up may fail for lack of funds or you may be charged overdraft or emergency borrowing fees in line with any arrangement you have with us or your bank if you do not hold a Barclays account.
18.19For scheduled top-ups, you must ensure you have sufficient available funds in your bank account the day before and on the day the top-up is scheduled, otherwise your top-up may fail for lack of funds or you may be charged overdraft or emergency borrowing fees in line with any arrangement you have with us or your bank if you do not hold a Barclays account.
18.20If a scheduled or low balance top-up fails because you don’t have enough money for the top-up, we’ll cancel the top-up and stop any further top-ups being made.
18.21 We may switch off your ability to set up a scheduled or low balance top-up at any time if we need to for the reasons set out in the General Terms.
18.22If we have to switch off a scheduled or low balance top-up, we’ll notify you as set out in the General Terms.
18.23You can transfer some or all of your money held in a Jar at any time by using the App to transfer funds to the bank account you registered when opening your account. No fee will be charged for redeeming the funds. In certain circumstances, we may carry out additional security checks before processing the transaction.
18.24You can pay money from a Jar using Pingit, either:
- by transferring funds to another of your Jars
- by making a Pingit payment to anyone who is registered with Pingit or has a UK bank account
18.25If you make payments from a Jar using the App you can make payments in UK sterling. If you have linked a Pingit device or Pingit card to a Jar, you can make payments outside the UK and/or in currencies other than sterling as set out in section 19.
18.26Limits apply to the amount of money you can transfer – please see the Website for details.
18.27If you wish to close a Jar, you’ll need to contact us using the details on the Website. We’ll send you a closing statement for the Jar.
18.28If you wish to close a Jar, you’ll need to transfer any credit balance held in the Jar to another account or Jar.
18.29If you wish to cancel your Pingit registration, you’ll need to transfer any credit balance held in one of more Jars before you’re able to do so.
18.30Once you’ve cancelled your Pingit registration we’ll automatically cancel any scheduled or low balance top-ups you’ve put in place if you have not already done this.
18.31If you wish to delete the App, as you can only access money held in Jars or cancel any scheduled or low balance top-up instruction through the App, please ensure you’ve transferred all funds from your Jars and cancelled any scheduled or low balance top-up instruction before deleting the App.
19.PINGIT DEVICES AND CARDS
19.1A Pingit device ("Pingit device") is a pre-paid device which provides you with payment capabilities including point of sale and online payments. You can buy Pingit devices online, via selected partners or via the Pingit e-store. A Pingit card ("Pingit card") is a pre-paid card which you can request via the App and use to make payments, including point of sale and online payments.
19.2Pingit devices are issued by Barclays pursuant to licence by Visa Europe Limited.
19.3In addition to these conditions, the General Terms apply if you use a Pingit device or a Pingit card to make payments.
19.4To activate a Pingit device you must:
- be 16 years or over;
- have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey; and
- be registered for Pingit
19.5To request a Pingit card you must:
- be 16 years or over
- have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey;
- be registered for Pingit; and
- have fully unlocked Pingit
19.6Pingit devices and Pingit cards must not be used for business and are not available to business account customers.
19.7Subject to 19.5 and 19.6 you can request a Pingit card via the App – you'll find instructions in the App how to do this. There's no charge for a Pingit card.
19.8We can refuse to activate your Pingit device or refuse to issue you with a Pingit card.
19.9Limits apply to the number of Pingit devices and cards you can hold, based on the type of account you have and whether you have fully unlocked Pingit. Please see the FAQs on the Website for details.
19.10If you are not already a Pingit user, once you have purchased your Pingit device you'll need to download the App and register for Pingit. Once you have downloaded the App, please follow the instructions in the App to activate your Pingit device.
19.11As part of activating your Pingit device or requesting your Pingit card, you'll need to link it to either:
- your Pingit Account (if you have one); or
- a Pingit Jar
19.12You can move your Pingit device or Pingit card to another Jar or a Pingit Account at any time after you've first activated your device or received your card. It's not possible to link a Pingit device or Pingit card to more than one Jar, or to a Jar and a Pingit Account, at the same time.
19.13When activating your Pingit device or requesting your Pingit card we may ask you to provide additional security information. Please refer to section 7 of these terms and conditions for information as to how we may use your information.
19.14The General Terms apply to your use of Pingit devices and Pingit cards as we treat these as payment tools under the General Terms. Please refer to the General Terms to understand what a payment tool is and the steps you should take to keep your payment tools and your account(s) secure.
19.15You must not give your Pingit device or Pingit card to someone else or let someone else use them.
19.16You must not resell the Pingit device to a different person.
19.17Once you have registered your Pingit device or received your Pingit card you can make payments for an amount up to the available balance of funds held in the Jar or Pingit Account to which you’ve linked your Pingit device or Pingit card.
19.18You can use your Pingit device within and outside the UK to make payments using the following transaction types:
- purchases made online or via telephone
19.19You can use your Pingit card within and outside the UK to make payments using the following transaction types:
- chip & PIN
- magnetic stripe
- purchases made online or via telephone
- ATM withdrawals
19.20To make online or telephone transactions you'll need your 16 digit number, expiry date and CVV (Security code) details, as well as meeting any additional security requirements as required by us. You can view your details in the App.
19.21Limits and restrictions apply to the use of your Pingit device or Pingit card – please see the Website/FAQs for details.
19.22If you use your Pingit device or Pingit card outside the UK and/or make a payment in a currency other than sterling, your card payment will be converted into sterling by Visa using the reference exchange rate on the day it processes the transaction. As this may be a day or two later, the rate may be different on that day.
19.23We also set and charge a 2.75% Non-Sterling Transaction Fee when making purchases, making a cash withdrawal, or when being refunded. As we explain in the General Terms, our exchange rate is made up of the Visa card scheme reference exchange rate plus the Non-Sterling Transaction Fee.
19.24From 19 April you’ll find a comparison of our exchange rate for certain currencies as a mark-up against the rate published by the European Central Bank at the following website www.barclays.co.uk/travel/using-debit-card-abroad/. This is updated twice a day.
19.25In some countries the ATM or the card terminal being used may offer you the option of seeing the payment amount or withdrawal in sterling, and allow you to choose to pay or withdraw a currency amount equivalent to that amount in sterling. The exchange rates used for this will generally be provided by the operator of the terminal or ATM, so won’t be under our control. If you’re in the EU when you’re offered this option, from 19 April the operator of the terminal or ATM will provide you with an exchange rate as a mark-up over the ECB rate.
19.26You can use this information, and the information available on the website mentioned above to help you decide whether you want to let the operator of the terminal or ATM undertake the conversion using their rate or whether you’d like us to undertake the conversion using our rate. If you’d like us to convert the amount, you should choose to pay in, or withdraw, local currency and not sterling.
19.27We may prevent or limit use of your Pingit device or Pingit card if we reasonably consider it necessary for the reasons set out in the General Terms.
19.28We will not be liable if you cannot use your Pingit device or Pingit card because a retailer refuses to accept it or you have damaged it.
19.29If a refund is made for any transaction you made using your Pingit device or Pingit card, the refund will be paid into the Jar or Pingit Account linked to the Pingit device or Pingit card at the time of processing the refund. Please note this may be a different Jar or Pingit Account from the one from which you made the transaction.
19.30If we credit you for the amount of an unauthorised or disputed transaction, we'll credit the Jar or Pingit Account from which the transaction originated.
19.31If a pending authorisation is made against your Pingit Account or Jar, the subsequent authorisation will debit the Pingit Account or Jar to which the Pingit device or Pingit card was linked when the transaction was made.
19.32You can select an active Pingit device or Pingit card and "freeze" it in the App to temporarily prevent it being used.
19.33If you freeze a Pingit device or Pingit card:
- you won't be able to make payments or withdraw money using the Pingit device or Pingit card
- this won't affect any Continuous Payment Authority you have set up. A Continuous Payment Authority ("CPA") is where you have given a retailer permission to regularly take money from your Pingit device or Pingit card. Payments will continue to be made under the CPA even if you've frozen your Pingit device or Pingit card
- you can continue to make payments from a Pingit Account or Pingit Jar linked to a Pingit device or Pingit card using the App
19.34You can select a frozen device or Pingit card in the App and "unfreeze" it to reinstate your Pingit device or Pingit card to enable you to make payments.
19.35Each Pingit device works on a chip which has an expiry date. You can view your expiry date within the App. When the chip expires we won't issue a new chip.
19.36When your Pingit card expires we'll issue you with a new card.
19.37We may send you another Pingit device or chip as a replacement or an extra Pingit device at any time. There may be a charge for any replacement or reissued Pingit devices or chips.
19.38If you report a Pingit device or Pingit card lost or stolen in the App you'll then have the option to remove the device or card from the App. You can also contact us to request your Pingit device or Pingit card is removed from the App. Please note that once your Pingit device or Pingit card has been removed from the App you won't be able to use it to make payments or reactivate it.
19.39If you cancel your Pingit registration, you won't be able to continue using your Pingit device or Pingit card to make payments. If you reregister for Pingit, if you previously had an activated Pingit device or Pingit card the device or card will be reactivated for you.
19.40If you delete the App without cancelling your Pingit registration, you'll be able to make payments using your Pingit device or Pingit card but you won't be able to view details of those transactions or top up your Pingit Account or Jar using the App.
20.1Buyit allows you to request goods or services ("Products") directly from participating merchants and pay for those Products using Pingit.
20.2In addition to the conditions below, the General Terms apply if you use Buyit.
20.3You acknowledge that making an order and/or payment through Pingit does not create a contract between you and Barclays for the supply of any product as you will be buying directly from the relevant merchant and not from Barclays
20.4You confirm you are aware that, as you are instructing Barclays to make a payment directly from your nominated account or Pingit Account, you do not get any user protection under any credit or debit card scheme rules (such as the MasterCard and Visa schemes).
20.5You can only use Pingit to pay for Products which are to be delivered within mainland UK.
20.6Each merchant will set out the terms of their contract with you but in no event will a contract be formed until the merchant has confirmed to you by email that it has received and is processing your order.
20.7The merchant (and not Barclays) is responsible for availability of, fulfilling any order placed by you for, supply of, delivery of, returns of and refunds in relation to any Product, including whether a delivered Product conforms to the description provided within the App.
20.8You undertake to us to comply with any terms and conditions you agree with a merchant.
20.9We're not held responsible for any of the matters in condition 20.7 or 20.8 or in respect of:
20.9.1any Product complying with its specification or its fitness for any purpose, or whether it is free from defects or is of merchantable quality
20.9.2the quality, safety or legality of the Products advertised, the accuracy of the description of the Products or the ability of merchants to sell and deliver the Products
20.9.3any dealings or contract between you and any merchant
20.9.4the solvency of any merchant or that any merchant will, or is able to, comply with its terms and conditions presented to you within the App
20.9.5any loss we could not predict at the time you gave us an instruction; or
20.9.6any loss of business, loss of goodwill, loss of opportunity or loss of profit
20.10Any refunds or complaints will be dealt with by the relevant merchant in line with its terms and conditions.
20.11We will pay the merchants from your nominated account or Pingit Account on your instruction when you confirm your order for Products from a merchant.
20.12We will send the payment for you to the merchant for the full price of the Product including delivery charges and taxes. We won't deduct any fee from your payment.
20.13You cannot cancel or change the payment as it is processed straight away. If you cancel an order or are entitled to a refund or have a complaint, you must contact the merchant directly.
20.14When you confirm an order request to a merchant we provide the following information ("your Information") to the merchant:
- your name and address, and (if different) the name and address of the person to whom you wish the Product delivered
- your age (in case it is necessary for the merchant to comply with age restrictions on the supply of Products)
- your email address and mobile Number; and
- the relevant transaction details
20.16You confirm to us that you have all necessary permissions to provide your Information to us, and that the Information is accurate and up-to-date. If you give us Information about other people (if you are ordering a Product for someone else), then you confirm that they have authorised you to give us their Information and for us to provide it to the relevant merchant.
20.17If there is a dispute about a transaction initiated using the App, we may release any information we hold about that transaction to the relevant merchant and/or any person adjudicating the dispute, such as a court, mediator or arbitrator.
20.18Clause 6.10 of these terms and conditions does not apply to your use, or any resale, of any Product you might acquire from a transaction initiated using the App.
21.USING PAY BY BANK APP
21.1Pay by Bank app is a scheme that lets you buy goods and services online from a merchant whenever you see the Pay by Bank app symbol. Further information on how to use Pay by Bank app can be found at paybybankapp.co.uk.
21.2In addition to the conditions below, the General Terms apply if you use Pay by Bank app.
21.3You can deactivate Pay by Bank app in your Pingit settings at any time.
21.4Pay by Bank app payments may come out of your account immediately or in instalments if the merchant is not ready to bill you in full when you authorise the payment. The merchant will share details of the transaction with Barclays, but none of your financial or personal information will be sent to the merchant when you make a payment.
21.5The contract that is formed for the supply of goods and services will be between you and the merchant and their terms and conditions will apply.
21.6There are no additional charges that will apply for using Pay by Bank app, however your internet or network service provider may charge you for using data on your device.
21.7Purchases made using Pay by Bank app are not eligible for Barclays reward schemes.
21.8If you want to return something you bought using Pay by Bank app, you should contact the merchant directly to arrange a return and/or refund.
21.9Refunds are paid directly into your nominated account or Pingit Account and will be subject to the merchant's terms and conditions. If there are any problems with your refund, please contact the merchant. If they cannot help, you should contact the Pingit helpdesk.
21.10If something goes wrong when you are authorising the payment we'll try to help you as long as you've acted honestly and kept us informed. Please refer to the General Terms and contact the Pingit helpdesk for further guidance.
22.1Pingit.me lets you create a personalised link that you can share using social media or messaging apps to request and receive payment into your nominated account or Pingit Account. By opening the link, the recipient will see your personalised webpage (your Pingit.me webpage) which they can use to make a payment to your Pingit Account with a debit card. They can also make a Pingit payment using the Pingit app.
22.2In addition to the conditions below, the General Terms apply if you use Pingit.me.
22.3To use Pingit.me, you must be fully registered for the App. We reserve the right to amend this without notice and restrict access at our discretion.
22.4Pingit.me must not be used for business and is not available for Barclays Business customers.
22.5You must only send a link to people you know and trust, as once you've sent a link to your Pingit.me webpage to someone, they can forward it without you knowing or agreeing to it.
22.6You can switch off your Pingit.me webpage at any time, but once it's switched off you won't be able to accept payments, and we won't be able to process them.
22.7We can switch off your Pingit.me webpage if we object to:
- the name you've given the page or
- the reason you're using Pingit.me.
22.8Anyone who sees your Pingit.me webpage will be able to see your name and part of your postcode.
22.9Pingit.me links must only be used by you. If someone asks you to use your Pingit.me webpage to collect money for them, don't do it as they could be a fraudster.
22.10Once your Pingit.me webpage has been deactivated it may still persist in other forms across the internet as a result of screen shots being taken, or through caching of the page on other devices.
22.11Pingit.me links may be shared with multiple recipients at the same time via a group request, but limitations will apply to both the amount you can request from each recipient and to the size of the group.
22.12Limits apply – you'll find details on www.pingit.me.
22.13If something goes wrong when someone is trying to make a payment using Pingit.me– for example, you don't get the payment that's expected – we'll do our best to help you (as long as you've been honest about what's going on and kept us informed). Please refer to the General Terms or contact the Pingit helpdesk for more information.
22.14When you enable your Pingit.me page, it will automatically show your name and part of your postcode. This is to make sure the people who see your Pingit.me page can make sure they're paying or donating to the right person.
22.15When you send a Pingit.me request to multiple recipients, each recipients will be able to see who else has paid.
23.USING PINGIT GIVING (prior to 11 September 2019)
23.1Pingit Giving lets you create a personalised page that you can share using social media or messaging apps to request that someone makes a donation to your chosen registered charity. When you share your Pingit Giving page, the Pingit Giving page lets the people you send it to make a payment to a chosen registered charity listed within Pingit, with a debit card or by using the Pingit app.
23.2In addition to the conditions below, the General Terms apply if you use Pingit Giving.
23.3To use Pingit Giving, you must be fully registered for the App. We reserve the right to amend this without notice and restrict access at our discretion.
23.4Pingit Giving must not be used for business and is not available for Barclays Business customers.
23.5You must only use Pingit Giving to send donations to a chosen charity.
23.6You must only send a link to people you know and trust, as once you've sent a link to your Pingit Giving webpage to someone, they can forward it without you knowing or agreeing to it.
23.7You can switch off your Pingit Giving webpage at any time, but once it’s switched off, third parties will no longer be able to make payments to the chosen charity, nor will we process any payments.
23.8We can switch off your Pingit Giving webpage if:
- we object to the content displayed
- if we suspect or you tell us there may be unauthorised or fraudulent use of Pingit Giving; or
- we are required to do so by law
23.9Anyone who sees your Pingit Giving webpage will be able to see your name and the details of your chosen charity.
23.10Once your Pingit Giving webpage has been deactivated it may still persist in other forms across the internet as a result of screen shots being taken, or through caching of the page on other devices.
23.11All funds raised for your chosen charity will be used for its charitable purposes and in accordance with the charity’s own governing document, rules and guidelines. We cannot guarantee that funds will be used for a particular purpose.
23.12Pingit Giving appoints Charities Trust, a registered charity, whose registered office is at Suite 20-22, Century Building, Brunswick Business Park, Tower Street, Liverpool, L3 4BJ (charity number 327489 and company number 2142757) to act as Gift Aid intermediary.
23.13Charities Trust will process Gift Aid declarations in respect of donations made through Pingit Giving with HMRC and will assist in sending funds to your chosen charity. Any interest accrued on donations made through Pingit Giving and held in a Charities Trust bank account will be retained by Charities Trust and used to improve the services that Charities Trust provides.
23.14Charities will receive 100% of the gross amount of every donation made through Pingit Giving.
23.15Pingit Giving links must only be used by you. If someone asks you to use your Pingit Giving webpage to collect money for them, don’t do it as they could be a fraudster.
23.16Once your Pingit Giving webpage has been deactivated it may still persist in other forms across the internet as a result of screen shots being taken, or through caching of the page on other devices.
23.17Pingit Giving links may be shared with multiple recipients at the same time via a group request, but limitations will apply to the amount that can be donated to your page.
23.18Limits apply – you’ll find details on www.pingit.me.
23.19If something goes wrong when someone is trying to make a payment using Pingit Giving – for example, you or your chosen charity don’t get the payment that’s expected – we’ll do our best to help you (as long as you’ve been honest about what’s going on and kept us informed). Please refer to the General Terms or contact the Pingit helpdesk for more information.
23.20In the event that we are unable to send donations to your chosen charity due to legal or regulatory reasons or in the event that we are unable to do so after making reasonable attempts to do so, we will notify you and refund the donation (exclusive of Gift Aid, where applicable) amount to the donor in accordance with our Donor Terms.
23.21When you send a Pingit Giving request to multiple recipients, all the recipients will be able to see who else has donated (unless the donation has been made anonymously), any Gift Aid applied and any donation message.
23.22If you are unhappy with the service and use of Pingit Giving please refer to section 29. If you have a complaint relating to your chosen charity, please contact them directly.
24.1If you ask us to make a payment to a charity by using Pingit Giving, we may ask you if you want to add Gift Aid to your donation through accepting a Gift Aid declaration. If you accept this declaration, you are giving your consent for us to send to Charities Trust certain personal information we hold about you, including your name, address and postcode. We will share this information with Charities Trust on the basis they will only use it to collect the Gift Aid payment or contact you to administer the payment.
24.2By accepting the Gift Aid declaration you confirm that if you pay less income tax and/or capital gains tax in the current year than the amount of Gift Aid claimed on all donations it will be your responsibility to pay any difference to HMRC. Please read the Gift Aid declaration in full.
25.1Pingit Invoicing lets Barclays Business customers create, manage and send invoices via the App. The invoice will appear in the form of a webpage containing information including the invoice narrative and payment instructions. You can also add a logo or image to the invoice. The invoice will be sent to the recipient via secure link. The recipient of the invoice can choose to use Pingit to make the related payment.
25.2In addition to the conditions below, the General Terms apply if you use Pingit Invoicing.
25.3To use Pingit invoicing, you must be registered for the App and have a Barclays Business current account. We reserve the right to amend this without notice and restrict access at our discretion.
25.4When creating an invoice, you're responsible for ensuring that the correct details are used for the intended recipient. Failure to do so may result in both your data and your customers' data being shared with an unknown third party.
25.5You confirm you are aware that invoices paid via Pingit are in respect of goods and services provided by you. Pingit Invoicing does not provide any additional product or service to you or the recipient of the invoice.
25.6The contract that is formed for the supply of goods and services will be between you and the recipient, therefore it's your responsibility to ensure that you have separate terms and conditions in place.
25.7Once the secure link for the invoice has been accessed it will be stored on the device or machine it has been viewed on. If this is a shared device, then you should take the necessary steps to remove the link from the device/machine history.
25.8If something goes wrong when someone is trying to make a payment to you using Pingit Invoicing (for example, you don't get a payment you're expecting) we'll do our best to help you as long as you've been honest about what's going on and kept us informed. Please refer to the General Terms or contact the Pingit helpdesk for more information.
25.9Pingit will only use the client data you enter into the invoice for the purposes of creating the invoice and any other legal or regulatory requirements we may have in this regard as a Data Processor.
25.10It is your responsibility to ensure all information, images, logos or files used to create the invoice are accurate and you confirm that you have the necessary rights and permissions to process the data and content you enter into Pingit Invoicing.
26.1You can access information in the App about recent payments into and out of your nominated account or Pingit Account. We also provide monthly statements which you can access via the App. We'll always let you know when your statement is ready.
26.2If you ask us to, we will also provide details about transactions in writing.
27.CHANGES TO PINGIT TERMS AND CONDITIONS
27.1We can change the terms and conditions at any time in accordance with the General Terms by sending you a text, email or other notification with details of the change or notifying you of a change when you next access the App or visit the Website. The new terms will be displayed on-screen and you may be required to read and accept them to continue your use of Pingit.
28.ENDING THE SERVICE
28.1While we'd be very sorry to lose you, you can stop using Pingit and leave us at any time.
28.2We can stop providing you with Pingit and any services linked to Pingit in accordance with the General Terms.
28.3We can also stop providing you with Pingit and end this agreement by giving you at least two months' notice. We can stop providing you with any services linked to Pingit at the same time.
28.4However, we may end this agreement and stop providing Pingit (and any services linked to Pingit) immediately or on less notice if we reasonably believe you have seriously or persistently broken any terms of the agreement or we have reasonable grounds for thinking you have done any of the following things, which you must not do:
28.4.1You put us in a position where we might break a law, regulation, code or other duty that applies to us if we continue to provide Pingit to you.
28.4.2You give us any false information at any time.
28.4.3You commit (or attempt) fraud against us or someone else.
28.4.4You use (or allow someone else to use) Pingit illegally or for criminal activity.
28.4.5You inappropriately let someone else use Pingit.
28.4.6You behave in a threatening or abusive manner to our staff.
28.5We can also end this agreement and stop providing Pingit (and any services linked to Pingit) immediately if we reasonably believe that providing you with Pingit might expose us (or another Barclays company) to action or censure from any government, regulator or law enforcement agency.
29.IF YOU'RE UNHAPPY WITH SOMETHING
29.1If you're unhappy with Pingit or you think we have done something wrong, please contact us and give us the opportunity to investigate and resolve the matter. This also helps improve our service for all customers.
29.2If after we have investigated you remain unhappy, and you are eligible, you may contact the Financial Ombudsman Service (FOS). The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You can get details of who is eligible to use the service from the FOS.
29.3You'll need to contact the FOS within 6 months of our final response letter. They'll ask to see the letter as summary of our investigation of your complaint.
The Financial Ombudsman Service
29.4You can also use online dispute resolution. The European Commission has set up an online dispute resolution platform (ODR platform) to help customers who have bought goods or services online from traders established in the European Union. If you have not been able to get your complaint resolved to your satisfaction, you can submit your complaint online through the ODR platform. The platform will send your complaint to the Financial Ombudsman Service (FOS) for an independent review. To save time you may wish to contact the FOS directly, using the details above.
29.5You can access the ODR platform at http://ec.europa.eu/odr. As a Barclays customer, you may use this service if you purchased your product or service with us online. You will need to quote our postal address, website address and email address.
Barclays, Leicester, LE87 2BB