“I am writing to thank the Barclays Mayfair Team on 51 Berkeley Street London W1J 8NL for their AMAZING service!!!! The entire team was so professional, fantastic and ever so helpful and patient! I really cannot thank them enough. Thank you Fidel and the entire team for all your assistance during all my visits to resolve my problems. Highly recommend the Barclays Mayfair branch and the entire team!!
Amelie”
“I am a Power of Attorney for an individual who suffers from significant and well-documented mental health conditions. In my professional capacity, I have worked extensively with vulnerable individuals experiencing serious mental health challenges. The treatment my donor has received from Barclays Bank and Barclaycard raises serious concerns regarding the bank's handling of vulnerable customers, its approach to reasonable adjustments, and its compliance with both legal and regulatory obligations.
The issue began when my donor attempted to make a legitimate payment to an estate agent in connection with the sale of a property. The transaction was blocked by Barclaycard for security reasons. While fraud prevention measures are understandable and necessary, the subsequent handling of the matter has been wholly disproportionate and has caused significant distress.
My donor contacted Barclaycard and successfully passed security checks. During this conversation, he was informed that a security code had been sent to a telephone number which was no longer in use. This was despite the fact that the Barclaycard mobile application displayed a different contact number and that previous security authentication messages had routinely been sent to the number currently registered and accessible to him.
When my donor sought clarification as to why the authentication code had been sent to an obsolete number rather than the number displayed within the application and used for previous authentication purposes, Barclays staff refused to provide any explanation. Following completion of security checks, he was informed that he would receive a return call within 24 hours. When he asked which number would be used for this call, staff again refused to provide that information.
Subsequent contact with customer services resulted in assurances that any callback would be made to the current number registered within the application. No such call was received.
Instead, Barclays removed access to the Barclaycard account through the mobile application, preventing my donor from managing the account online and leaving him without any practical means of monitoring or administering his finances remotely. This action was taken despite the bank being aware that he was temporarily residing abroad with family and despite the significant impact such restrictions would have on his mental wellbeing.
As a result of repeated attempts to resolve this matter, my donor has incurred approximately £200 in telephone charges. Throughout these interactions, Barclays repeatedly instructed him to attend a branch in person. This instruction was given despite Barclays being aware that:
• He suffers from serious mental health conditions which substantially affect his ability to leave his home independently.
• He experiences significant distress when dealing with telephone-based interactions.
• He requires substantial medication and support from others in order to attend appointments outside the home.
• His local branch has been closed, making access even more difficult.
At no stage did Barclays appear willing to explore alternative methods of verification or account recovery that would constitute reasonable adjustments for a disabled customer.
This raises concerns under the Equality Act 2010. Section 20 imposes a duty on service providers to make reasonable adjustments for disabled persons. Section 29 further prohibits service providers from discriminating against disabled individuals in the provision of services. Barclays' repeated insistence upon branch attendance, despite clear evidence that such attendance would place my donor at a substantial disadvantage compared with non-disabled customers, appears inconsistent with these obligations.
Furthermore, the Financial Conduct Authority's Consumer Duty requires firms to deliver good outcomes for retail customers, including those with characteristics of vulnerability. The FCA has made clear that firms must understand and respond appropriately to the needs of vulnerable customers and avoid causing foreseeable harm. Barclays' conduct appears contrary to these expectations.
As Power of Attorney, I attempted to assist in resolving the matter. Given that I was working abroad, I requested that Barclays arrange a call with me so that I could support my donor, reduce the considerable pressure being placed upon him, and help facilitate a practical solution. This request was refused.
This refusal is particularly concerning given that Barclays was aware of the severe deterioration in my donor's mental health and the risk that continued stress and inability to access his finances could exacerbate his condition, he has attempted suicide in the past, currently now having to be medicated. The bank was presented with an opportunity to engage constructively with an authorised representative in order to protect a vulnerable customer and resolve the issue efficiently. Instead, it chose not to do so.
The consequences of Barclays' actions extend beyond inconvenience. My donor is currently unable to effectively manage direct debits, monitor account activity, or administer payments. This creates a foreseeable risk of financial detriment, missed payments, damaged credit records, and further emotional distress.
The overall handling of this matter demonstrates a lack of flexibility, a failure to adequately recognise vulnerability, a refusal to consider reasonable adjustments, and an unwillingness to engage constructively with an authorised attorney. The cumulative effect of these failures has been significant emotional distress, financial cost, and an increased risk of harm to a customer whose vulnerabilities were known to the bank throughout.
Given the circumstances, I believe Barclays should explain how its actions comply with its obligations under the Equality Act 2010, the FCA Consumer Duty, the FCA's guidance on the fair treatment of vulnerable customers, and its own policies relating to accessibility and customer vulnerability.”
“I would like to express my experience after speaking to Marie on the mortgage department. Marie has a lovely manner, is very patient, efficient and professional. Within 5 minutes she solved my enquiry, which several other people within her department were unable to do, infact they just passed my enquiry around and wasted almost 2 hours of my time. I would like to always be able to speak with her, but within the system this is impossible. Marie made a difference allround. Her colleagues should take heed and learn from her. I've mentioned this to family and friends. Please stay within the company Marie and hopefully you'll be there when I need you. Congratulations!”
“I had been dealing with ongoing challenges for quite some time and was beginning to lose hope. Fortunately, reaching out to this team completely changed my experience.
They responded quickly, kept me informed throughout the process, and demonstrated a genuine commitment to helping me find a solution. Their expertise and attention to detail made a significant difference, and the issue was resolved much faster than I expected.
✅ Excellent Customer Support
✅ Efficient Problem Resolution
✅ Professional and Reliable Team
I would confidently recommend them to anyone seeking trustworthy service and a team that truly cares about achieving positive outcomes.”
“I had been dealing with ongoing challenges for quite some time and was beginning to lose hope. Fortunately, reaching out to this team completely changed my experience.
They responded quickly, kept me informed throughout the process, and demonstrated a genuine commitment to helping me find a solution. Their expertise and attention to detail made a significant difference, and the issue was resolved much faster than I expected.
✅ Excellent Customer Support
✅ Efficient Problem Resolution
✅ Professional and Reliable Team
I would confidently recommend them to anyone seeking trustworthy service and a team that truly cares about achieving positive outcomes.”
“I had been dealing with ongoing challenges for quite some time and was beginning to lose hope. Fortunately, reaching out to this team completely changed my experience.
They responded quickly, kept me informed throughout the process, and demonstrated a genuine commitment to helping me find a solution. Their expertise and attention to detail made a significant difference, and the issue was resolved much faster than I expected.
✅ Excellent Customer Support
✅ Efficient Problem Resolution
✅ Professional and Reliable Team
I would confidently recommend them to anyone seeking trustworthy service and a team that truly cares about achieving positive outcomes.”
“I had been dealing with ongoing challenges for quite some time and was beginning to lose hope. Fortunately, reaching out to this team completely changed my experience.
They responded quickly, kept me informed throughout the process, and demonstrated a genuine commitment to helping me find a solution. Their expertise and attention to detail made a significant difference, and the issue was resolved much faster than I expected.
✅ Excellent Customer Support
✅ Efficient Problem Resolution
✅ Professional and Reliable Team
I would confidently recommend them to anyone seeking trustworthy service and a team that truly cares about achieving positive outcomes.”
“I would like to express my appreciation for Fazal at the Cambridge Barclays Bank branch for helping me with my cash deposit.
Fazal was extremely helpful, knowledgeable, and professional throughout the process. He also took the time to explain the benefits of Premier Banking and answered all my questions clearly. His respectful and friendly approach made the experience smooth and pleasant.
Thank you very much, Fazal, for your excellent customer service and support. I would also like to thank the entire Barclays team at the Cambridge branch for their assistance and professionalism.
Keep up the great work!”
“I have always had excellent service from Barclays .From help with scams to recurring payments not asked for I have had nothing but amazing service from Barclays. Yesterday Adam helped me with an unwanted recurring payments. Thank you so very much Adam. I am elderly and technology is a challenge so any help is gratefully received I have been with Barclays since I married sixty years ago and wouldn’t bank with anyone else. Thank you so much. Linda”
“Absolutely FANTASTIC! Trouble trying to prove income etc. THREE different assistants all helped me, tocomplete the task. OUTSTANDING service, nainly from Teresa.”
“I was in the Washing Hub 01/06/26 . It was a lengthy appointment but Kerry helped me deal with my problem, she had great patience with me, talking through every step and making sure I fully understood what was happening. Informed me what would happen after the process was completed. I felt very much appreciated. Thank you Kerry and Laura.”
“Joined Barclays via switching. Opened an account and provided my previous banks account details. 2 weeks later found out they did not do the switch. I contacted customer service who checked with their switching department who claimed they didn’t receive any details to switch. My previous bank details were definitely provided when opening my the account. Useless bank, will be closing my account with them shortly.”
“I had a few issues regarding power of attorney and ASP ISA
and had to make a complaint, this was dealt with very efficiently and I can compliment the staff well done.
I then had an issue signing into on line banking (my own stupid fault) but a very patient young lady, Shivani, hope I spelt that correctly, got me there THANK YOU. So much”
“hi just quick message to say a massive thanks to nafees tariq at the bradford branch who helped me with my international transaction , he went out of his way made sure everything was done to my needs , i went to the bradford branch just after 3pm 14/5/26”
