Timeshare remediation information

We are contacting customers who have been or may have been affected by these issues.

For customers who purchased a timeshare with Azure, we have now sent initial contact letters to all traced customers and are working on the last remaining cases.

Having completed the vast majority of initial communications to the Azure customer population, we are now handling the last remaining cases, which tend to be more complex in nature (e.g., involving deceased customers where we need to identify Personal Representatives). These cases will be addressed throughout 2023, 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 an Azure customer, and had previously already expressed dissatisfaction about your loan agreement or a timeshare purchased through Azure to BPF, we will have:

• Cancelled your loan agreement.
• Refunded all payments made to date, including any interest, fees, and charges, plus 8% simple interest.
• Removed any adverse entries on your credit file related to your loan.
• Explained your options regarding the timeshare.

If you hadn’t previously expressed your dissatisfaction to Barclays, we will have written to you to inquire about any concerns you may have regarding your timeshare product so that we can address them.

If you held other Azure loans these may have been within the period of 1st April 2014 to 24th April 2016 and these will have already been dealt with separately as part of refund activity in 2022.  We’re also aware that a number of customers refinanced their original timeshare loan with HMC Funding.  Whilst the refunds we have made for Azure are directly related to the original loan, we will shortly be contacting customers who appear to have refinanced with HMC Funding to review these loans and offer any additional redress that may be due as a result of payments to these loans. For any other loans you feel relate to your Azure timeshare purchase, these should be included as part of any additional loss claims along with relevant information for us to review.

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.

Yes, we’ve discussed our approach on Azure timeshare loans with the FCA and we update them on a regular basis of any remediation activity relating to timeshare customers. 

For customers who purchased a timeshare with Silverpoint, Graig Park, Shakespeare Classic Lines, Las Vistas Marketing, Vista Promotions, Bishops Travel, Lion Resorts  we will be writing to customers with an invitation to participate in a review of the 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.  

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.    

We plan to start contacting customers during the second half of 2023 and this activity will likely continue into 2024. Completion of this work being dependent on receiving customer responses.

We periodically undertake reviews and will often request feedback on our products and sales processes from customers to ensure the standards we expect for our customers are met.  We are looking into some questions we have about the sales processes and loans arranged by these retailers and as a result of this, we’ve decided to write to customers to understand more about their experience with these retailers. If you receive an invitation from us to participate in a review on the named retailers, please complete so that we can review this feedback. 

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 will not write to you as part of this activity.    

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.

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

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.

Our teams will be working through all of the responses in order to complete your review.  For customers of Silverpoint, Graig Park and Shakespeare Classic Lines, we will be aiming to complete reviews and issue next steps within 4-5 months from receipt of your information.  For customers of Bishops Travel, Lion Resorts, Las Vistas Marketing and Vista Promotions, the responses to the questionnaires are currently being reviewed which we anticipate will take approximately 2 months from closure of the survey (30^th June 2023) and we expect to be in a position to communicate next steps shortly after this.