Timeshare remediation information

Customer notice

From 2006 to 2018, Clydesdale Financial Services Ltd (CFSL), trading as Barclays Partner Finance (BPF), funded loans for timeshare purchase.

As part of our ongoing commitment to our customers we periodically undertake reviews and may request feedback on our products and sales processes from customers to ensure the standards we expect for our customers are met. Having already carried out remediation activity for one of our retailers (Azure Services Ltd/Azure Resorts Ltd, we have been looking into some questions we have about the sales processes and loans arranged by other retailers in the timeshare sector.

We wrote to customers of Resort Properties/Silverpoint, Shakespeare Classic Lines and Graig Park. We have completed remediation activity for customers of Shakespeare Classic Lines and Graig Park, and we continue to remediate those customers of Silverpoint who’ve responded and told us about their experiences and concerns relating to poor sales practices. We aim to respond to all impacted customers as quickly as possible, we see this activity completing in early 2025.

We also wrote to some customers of Las Vistas Marketing, Vista Promotions, Bishops Travel and Lion Resorts to understand more about their experience and we have also been remediating those customers who’ve responded and told us they had been impacted by concerns relating to poor sales practices. This activity is also drawing to a close and should be completed in early 2025.

You may also have seen or heard news about the Judicial Review that Barclays Partner Finance brought against the Financial Ombudsman Service in relation to a fractional timeshare product in 2023. We welcomed the Court’s decision, as a useful clarification of the relevant law and the way it should be applied to the unique circumstances of each complaint. We continue to work through and respond to customers who have raised fractional timeshare complaints as quickly as possible, and we expect this process to continue into 2025.

We have put together some additional information that could help address any questions you may have.

Silverpoint / Resort Properties, Shakespeare, Las Vistas, Vistas Promotions, Bishops Travel, Lion Resorts or Graig Park customers

We have written to customers who have been or may have been affected by poor sales practices and we have offered redress to customers where there has been an indication of customer harm.
We update the FCA on a regular basis of any remediation activity relating to timeshare customers.
We have completed the vast majority of communications to customers of these retailers. We continue to handle responses to our outreach which have been received during 2024, 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 through the remainder of 2024 and into 2025. If you haven't received anything at all as yet or you have any queries, 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.
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.
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 any remediation 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.
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.

General questions

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.
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 made a decision to write out to customers, to understand more about their experience.

If however you have concerns about the purchase of your timeshare or loan, you can make a complaint by contacting us on 0800 152 2888 or email bpfcomplaints@barclays.com. You should provide as much information relating to your purchase including any purchase documents if you have them. We will investigate your complaint to work out what if anything went wrong and if so what we need to do to put things right.
No, it is possible for you to raise a complaint directly with us to share any concerns you may have with your timeshare or loan product. However 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/

Timeshare remediation information

Customer notice

Silverpoint / Resort Properties, Shakespeare, Las Vistas, Vistas Promotions, Bishops Travel, Lion Resorts or Graig Park customers

General questions

Important information