Personal accounts - Frequently asked questions

Your payments will usually begin one month after your agreement start date – depending on the type of loan that you have agreed to.  Details can be found on your credit agreement or in the Welcome Letter we send when your account is opened.
 
We have recently introduced an SMS service that will provide all customers with a First Payment Reminder 5-days before their payment is due.
 
Please note: Debit & credit card payments take 1 working day. Deposits into our account in a Barclays branch take 2 working days. Bank transfers (BACS Payments & Standing Orders) take 3-5 working days and cheques 5-10 working days. Please allow enough time for your payment to reach us.

You can change your payment date by contacting our Customer Service team on 0800 15 22 888.
 
Payment dates can only be changed once in a 12 month period.  A preferred payment date must be in the same calendar month.

You can service your loan account 24 hours a day through our automated telephone system by calling 0800 15 22 888 and following the instructions. Services that are available include:

  • Making a payment
  • Obtaining a balance or settlement figure
  • Requesting a Paid in Full letter
  • Obtaining a statement of account

Alternatively, you can email our Customer Service team by clicking here.
 
Please ensure you have your 16 digit Barclays Partner Finance agreement number as this will be required to access your loan account information.

If you find our information difficult to understand, we can support you to understand the information that is being provided. Our staff are able to assist all customers, including those who have mental or physical conditions or learning difficulties. If you would like to talk to someone, please contact our Customer Service team on 0800 15 22 888.

You will automatically receive a statement on an annual basis from the date your loan account became active.
 
If you require a statement in the interim period, you can obtain an up to date statement through our automated system 24 hours a day.  Just call 0800 15 22 888.
 
Please ensure you have your 16 digit Barclays Partner Finance agreement number as this will be required to access your loan account information.

If you would like to set-up a Direct Debit to make payments on your account, please complete the Direct Debit Mandate  form, before emailing to Operations.Support@barclayscorp.com

You can make additional payments to your credit agreement by any of the following ways:
 
Standing Order: You can set up a standing order to run alongside your direct debit
Account Number: 70185604
Sort Code: 20-19-90
 
Please use your 16 digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
  
Debit or Credit Card: Additional payments can be made by credit or debit through over the telephone 24 hours a day through our automated service.  Please dial 0800 15 22 888 and follow the instructions.
 
Please note that a 1.5% fee will be applied to all payments made by credit card.  We do not accept Barclaycard or American Express credit cards.
 
 
Cheque: Additional payments can be made by cheque (payable to: Barclays Partner Finance) – please write your 16 digit Barclays Partner Finance agreement number on the reverse; before posting to:
 
Barclays Partner Finance
PO Box 2501
Cardiff
CF23 0FP
 
  
Paying in Slip: Alternatively, you can make additional payments over the counter at any UK bank.  Please contact our Customer Service Team on 0800 15 22 888 to obtain a Paying in Slip.
 
Please use your 16 digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
  
Please note: Debit & credit card payments take 1 working day. Deposits into our account in a Barclays branch take 2 working days. Bank transfers (BACS Payments & Standing Orders) take 3-5 working days and cheques 5-10 working days. Please allow enough time for your payment to reach us.

Please email a copy of your marriage certification, decree absolute or deed poll notice to Operations.Support@barclayscorp.com
 
Please include your 16 digit Barclays Partner Finance agreement number in your email.

To inform us of a change of address, please contact our Customer Services team on 0800 15 22 888.

If you’d like us to discuss your account details with a third party, please complete and sign a ' Disclosure of Authority ' form and email it to Operations.Support@barclayscorp.com

If your vehicle is stolen or written off, please contact our Customer Service team on 0800 15 22 888 – ensure you have your insurance company details to hand.
 
You are required to continue making your monthly payments until your insurance company has resolved the matter.
 
If you have informed us that your vehicle has been stolen and is subsequently recovered, please contact the Customer Service team to discuss further.

If you’d like to take your vehicle abroad, please contact our Customer Service Team on 0800 15 22 888.

No, the registered keeper and insurance policyholder must match the name on the credit agreement.
If you decide to sell your vehicle, please contact our Customer Service Team on 0800 15 22 888 to obtain a settlement figure.
Any excess mileage charges will be applied and payable when the vehicle is returned as laid out on your Personal Contact Purchase (PCP) credit agreement.  The pence per mile rate is clearly shown on your credit agreement.
We do not offer repayment holidays.
We provide a number of options for those who are experiencing financial difficulty, please contact our Customer Service team on 0800 15 22 888 as soon as possible so that we can help you.
Please telephone 0800 15 22 888 to request a settlement figure 24 hours a day through our automated service.  Payments can be made through:
 
Standing Order: You can set up a standing order to run alongside your direct debit
Account Number: 70185604
Sort Code: 20-19-90
 
Please use your 16 digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
  
Debit or Credit Card: Additional payments can be made by credit or debit through over the telephone 24 hours a day through our automated service.  Please dial 0800 15 22 888 and follow the instructions.
 
Please note: a 1.5% fee will be applied to all payments made by credit card.  We do not accept Barclaycard or American Express credit cards.
 
 
Cheque: Additional payments can be made by cheque.  Please make cheques payable to ‘Barclays Partner Finance’, ensuring that you write your 16 digit Barclays Partner Finance agreement number on the reverse, before posting to:
 
Barclays Partner Finance
PO Box 2501
Cardiff
CF23 0FP
 
Paying in Slip: Alternatively, you can make additional payments over the counter at any UK bank.  Please contact our Customer Service Team on 0800 15 22 888 to obtain a Paying in Slip.
 
Please use your 16 digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
  
Please note: Debit & credit card payments take 1 working day. Deposits into our account in a Barclays branch take 2 working days. Bank transfers (BACS Payments & Standing Orders) take 3-5 working days and cheques 5-10 working days. Please allow enough time for your payment to reach us.  

If you’ve made an overpayment, please contact our Customer Service Team on 0800 15 22 888.
You can withdraw from your credit agreement within 14 days of the date you and Barclays Partner Finance signed the agreement.
 
If the 14 day period has lapsed, we would advise you to contact the retailer or dealer to discuss options that are available to you.
If you are unhappy with our decision please contact us on 0800 15 22 888 and select the ‘Appeals’ option on the automated system.
Before we can help you the retailer or dealer needs to have a chance to sort things out.  So first get in touch with them to explain what’s happened and how you want things put rights.
 
If you’re not happy with how things turn out call our Customer Service team on 0800 15 22 888 and we will see how we can help.

Before we can help you, the retailer needs to have a chance to sort things out.  So first get in touch with them to explain what’s happened and how you want things put right.
 
If you’re not happy with how things turn out call our Customer Service team on 0800 15 22 888 and we will see how we can help.

We really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our service. We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.
 
You can contact us to complain by calling 0800 15 22 888 or email us at customerrelations@barclays-loans.com.  Alternatively, you can write to us at:

Barclays Partner Finance
PO Box 2501
Cardiff
CF23 0FP

 
So that we can resolve your complaint as quickly as possible, please include the following information in your letter:

  • Your 16 digit Barclays Partner Finance agreement number
  • As much information about the complaint as you can, including any letters or photographs
  • Any particular actions you would like to us take to resolve your complaint
  • Up to date contact details so that we can keep you updated on your complaint

 
We intend to resolve your complaint within four weeks of receiving your letter.  If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.  We will send you either a final response or a detailed report on our progress within eight weeks.
  
If you're not happy with our response:
 
If you are not happy or unclear with our response, please contact our Customer Service team on 0800 15 22 888 where they will be answer any questions.
 
If your complaint is still unresolved, you can ask for a review from the  Financial Ombudsman Service an independent service that will look into your complaint and make adjudication on our response.
 
You can contact them in writing, by telephone or send them an email:

By Post: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By Telephone: 0800 023 4567 or 0300 123 9123
By Email: complaint.info@financial-ombudsman.org.uk

 
If we have not been able to resolve your complaint to your satisfaction AND you have bought our products or services online:
 
The European Commission has set up a service to help customers who have a complaint about goods or services bought online from traders established in the European Union. If you have a complaint and have not been able to get it resolved to your satisfaction, you can submit your complaint online through the online dispute resolution (ODR) platform. The platform will then send your complaint to the Financial Ombudsman Service for an independent review. You can access the ODR platform here at http://ec.europa.eu/odr

As a Barclays Partner Finance customer, you may use this service if you are still resident in the EU and you entered into your agreement with us online. You will need the following information to use this service:

 

Kindly note that the above email address is a not a secure way to communicate and customers should refrain from sharing any personal and/or sensitive information on this email address. Barclaycard is not liable for any security risks arising out of information sent to this email address.
 
The above email address is solely for the purpose of including it on ODR form and for ODR platform to communicate with us. Emails received only from intended senders are actioned. Any other emails such as complaints, feedback, recommendations will not be actioned.

Have a query or need some help with your account?


Email us


0800 15 22 888

Calls to 0800 numbers are free from UK land lines and personal mobiles, otherwise call charges may apply. Please check with your service provider. Calls may be monitored or recorded in order to maintain high levels of security and quality of service.

0044 123 668 1763

International calls will be charged at a higher rate – please check with your telecoms provider.