“Been to ask to transfer a sum of money. Same lady I have dealt with a number of times. She's so helpful that I.wamt to say she's a asset to Barclays Bank. Gurpreet thank you for being helpful didn't rush me. From Darlington Barclays Bank. I felt comfortable with you. You knew I wast very go on it stuff. Explained everything to me. Keep up your great customer services thank you Mr David Hutton”
“Been to ask to transfer a sum of money. Same lady I have dealt with a number of times. She's so helpful that I.wamt to say she's a asset to Barclays Bank. Gurpreet thank you for being helpful didn't rush me. From Darlington Barclays Bank. I felt comfortable with you. You knew I wast very go on it stuff. Explained everything to me. Keep up your great customer services thank you Mr David Hutton”
“Would like to leave a positive review for Tracey at Barclays Wombourne branch. Tracey was very professional in her role, very knowledgeable about banking services available, always friendly and polite, made my elderly mother and myself at ease, and was able to open an account for my mom, despite some challenges that my mom presented with, so all in all, a big thank you to Tracey at the Wombourne branch.”
“I met Aleks and Alex in Barclays Bank in Hereford last week. They were both amazingly helpful and friendly. They made me feel like a customer in a very expensive restaurant. They both went above and beyond to help me. A huge thank you to both of them.”
“I had a wonderful experience at the Hartlepool Local branch today thanks to Michael. I went in unsure about how I wanted to invest my money but he helped me without any pressure or confusing jargon. He also helped me to download the app and explained how to use it. He was very patient with me. I left feeling confident. Excellent customer service!.”
“I visited Dartford Barclays this morning and Kim R sorted out my enquiry . I felt lucky to deal with a competent and knowledgeable member of staff. She could not have been more helpful and my morning experience with the bank was brilliant”
“I went through DA and my ex exploited credit cards on my name. Barclays didn't care even after all the evidence I provided showing it's his debts. They left me no option to pay towards the debt and then later acknowledged it was his doing after ombudsman got involved. Its been going on since 2024. They then said they will wipe off the debt but Ive still paid towards it because of them.Not happy with how they treated my case. Would never bank with them wouldn't even give them a star at all”
“just returned from Barclays bank Woolwich the lady that engaged with us Natasha was extremely helpful and professional and genuinely friendly which made our visit enjoyable. as shown a def 5star rating.”
“Met with Bev today to open an account for my mother in-law. She couldn't have been more helpful and understanding. Really appreciate the way she dealt with a delicate situation.”
“My wife and I had a meeting with Shani this morning. We had a lot of queries about my sister's account. I have Lasting Power of Attorney for the account. Shani understood our situation very quickly and came up with some very good suggestions. Everything was settled to our satisfaction.
We have arranged a further meeting in October and we look forward to meeting again with Shani. Her efficiency was matched by her good humour.”
“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.”
