Timeshare remediation information

We have written to  customers who have been or may have been affected by poor sales practices. 

Having completed the vast majority of initial communications to customers of these retailer , we’re now handling responses to our outreach, which are reviewed and assessed.  We are working through these cases as quickly as we can; these cases  can often  be  complex in nature (e.g., involving deceased customers where we need to identify Personal Representatives). These cases will continue to be addressed throughout 2024, and if you haven't received anything at all as yet, please contact us at 0808 169 8876, and we will look into this for you.

If you’re a customer of one of these retailers, , and have responded to our outreach and the outcome of our assessment shows we need to put things right for you, we will make an offer of redress as appropriate to your specific circumstances.  Details of any offers will be provided in writing. 

No, there isn’t anything further you need to do at this stage.  Our teams have now worked through all of the responses received in order to complete reviews on each retailer.  We expect any remediation activity to commence in the first quarter of 2024.  Respondents to surveys and any impacted customers should receive further communication from us which will advise of next steps.       

For customers who purchased a timeshare with  Las Vistas Marketing, Vista Promotions, Bishops Travel or Lion Resorts, we will be writing to customers with an invitation to participate in a review of their loan or timeshare purchase to help us work out whether anything went wrong and what, if anything, we may need to do to put things right.  

If you’re a customer of one of these retailers, and you respond to our outreach and the outcome of our assessment shows we need to put things right for you, we will make an offer of redress as appropriate to your specific circumstances.  Details of any offers will be provided in writing. 

If you held other  loans, these may have been addressed in a separate outreach communication; as each loan will have been designated its own outreach for you to respond to. We’re also aware that customers may have refinanced their original timeshare loan with an HMC Funding loan. You will have been contacted about this refinance loan as part of our outreach however should you feel there is still a loan that we haven’t considered, please contact us at 0808 169 8876 and we will look into this for you.  

Please respond to us once you receive your letter and if you would like to make a complaint you can do so by contacting us on 0800 152 2888 or email bpfcomplaints@barclays.com. Please note;  You may choose to use a solicitor or a claims management company and if you do, they may charge you a fee for their services.

If you have already received a compensation payment from us, either as a result of a previous complaint to BPF, or because of any litigation action, we may  not write to you as part of this activity if, as part of the reviews, it’s established you have already been fully compensated.    

No, you don't need to take any action until you receive a letter from BPF. This letter will provide details about the next steps you need to take and will include a phone number for any queries you may have.

No, you only need to respond to us when we write to you, with any concerns you may have with your timeshare product.  You may choose to use a solicitor or a claims management company and if you do they may charge you a fee for their services.  Before signing up to a claims management company or solicitor, you can check via the relevant regulators website if the firm is properly authorised to conduct claims management activity. 

The Financial Conduct Authority (FCA) register can be found here: https://register.fca.org.uk/s/

The Solicitors Regulation Authority (SRA) register can be found here: https://www.sra.org.uk/consumers/register/

Yes, where we determine that redress is appropriate we will offer this to all impacted customers, regardless of whether the loan had already been repaid. 

We stopped providing loans for timeshare in 2018. We’ve also significantly improved our oversight of the companies we have relationships with.

We update the FCA  on a regular basis of any remediation activity relating to timeshare customers. 

Having reviewed our legacy timeshare book, we have not identified significant concerns with the conduct of the majority of timeshare retailers. Where we have concerns or questions about timeshare retailer’s sales processes or practices, we’ve decided to write out to customers, to understand more about their experience.