“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 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.”
“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.”
“They exceeded everything I had hoped for. I had almost given up after dealing with unresponsive and ineffective services, but they restored my confidence. Their clear communication, attention to detail, and commitment to results made all the +1—(706)—25—1—08—54 difference.”
“They exceeded everything I had hoped for. I had almost given up after dealing with unresponsive and ineffective services, but they restored my confidence. Their clear communication, attention to detail, and commitment to results made all the +1—(706)—25—1—08—54 difference.”
“They exceeded everything I had hoped for. I had almost given up after dealing with unresponsive and ineffective services, but they restored my confidence. Their clear communication, attention to detail, and commitment to results made all the +1—(706)—25—1—08—54 difference.”
“I’m pretty disgusted with Barclays right now I’ve been hounded and threatened by them to keep providing information about my business we physically cannot provide anymore information they want if we don’t they will close our account and put us out of business! Absolutely disgusting. I’ve been with them for years and have several businesses with them but they don’t stop and ask the most intrusive ridiculous questions just to have a bank account which I've had for 5 years now! We will now lose out company just because they cant get the information they demand, which we simply cannot provide! Awful behaviour”
“Please don’t bank with this bank. Account closed with no proper warning. Locked out of app. Funds frozen by bank. Cards cut off. Telephone banking not helpful unable to make payments out to close due to limits. Awful customer service. No apology. All on the basis of an email allegedly sent to an online message board. No call. No letter sent to address.”
“After weeks of frustration and dead ends, I honestly didn’t know where else to turn. It felt like every option I tried led nowhere, and the stress was becoming too much to handle. The moment I reached out, I noticed a difference in how they handled everything. They were patient, focused, and truly willing to listen. They didn’t rush the process and made sure every detail was clear, which helped restore my confidence and sense of direction.”
“Jet Blue Card - Barclays
Unacceptable Service – Closing My Account
I am beyond frustrated with Barclays and the level of service I have received. My concerns were repeatedly ignored, and I can no longer trust them with my finances. As a result, I am closing my account immediately.
I will also be sharing my experience across social media to warn others about the poor service and lack of accountability. Barclays needs to take serious steps to address these issues and treat their customers with respect.”
“I am writing to share the most HORRIFIC disturbing and distressing experience I have ever had with a bank.
Despite submitting all required evidence for multiple payment disputes, Barclays REFUSED TO REFUND my refunds for months, causing immense stress, anxiety, and physical strain. The handling of my disputes was unacceptable and demonstrates a complete lack of urgency or accountability.
Most shockingly, the Barclays Vulnerability Team passed my personal details to the police without my consent, despite my clearly stating that I did not require emergency intervention. This led to officers attending my home, including one against whom I had previously filed complaints, creating an unsafe and humiliating situation.
This experience has been DEEPLY traumatic, unnecessary, and completely avoidable. The systemic failure of dispute handling, safeguarding procedures, and respect for customer boundaries at Barclays is appalling.
I do not recommend Barclays to anyone who values privacy, safety, timely refunds, or respectful treatment.
I will be closing my account as soon as my disputes are resolved, and I advise extreme caution to anyone considering banking here.
The most horrific experience of my life”
“Finding the right support can be difficult, but choosing Thomas Mitchell made the entire experience smoother than I ever imagined. Their team treated my case with seriousness and empathy, taking time to offer clear explanations and consistent updates. Even when things felt uncertain, their calm presence gave me comfort. They handled everything with a blend of skill and genuine kindness that is truly rare. I’m grateful for their unwavering commitment.”
“Firstly, Barclays Bank do not care. No need in comparing, they are useless. Fortunately my 2 sons have moved their accounts out of Barclays before the Barclays idiots attacked my account. My debit card does not work. I am abroad and unable to pay for ANYTHING on my Barclay card.
Barclays block coed my account as they thought (????????) there had been fraud.
NO, they did NOT contact to check, just blocked the card.
As I am abroad they REFUSE to send me a new card. Their error, their fault and they REFUSE to correct.
I have funds, no shortage of funds. BUT, Barclays think they are great. Oh yes, I can not use my card to buy any goods either. NO CASH, NO purchases.
What a lousy crumbly old time bank wrapped in moth balls. Yes, the bank stinks.
I would not recommend this Bank for the young, they DO NOT NEED THE HASSLE of idiots trained to annoy customers.
Use a more friendly bank, one where you see people walking out with a smile on their face. Barclays is for the ancient non caring folk, those over their 80's who have ALL day to hang on to phones, that have ALL day to hang on to a dead line as the customer care team has rung off without even saying good bye.
Barclay's Bank is NOT a people bank”
