FAQ's - Your Loan Explained

The exact information you'll need to provide will depend on what you're looking to purchase.                                  

Usually we need to know your:
• personal details (name, address, date of birth, etc.)
• contact details (phone and email)
• employment details (income, place of employment, etc.)

Retailers will also need to see:
• proof of identity (e.g. passport)
• proof of address (e.g. a statement from your bank or an energy company)

If you've been declined for finance and would like to discuss our decision, you can contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00 

Our automated phone system will ask for an account number, but as you won't have one, please press the hash key (#) when prompted until you're put through to an advisor.

We’ll send you a welcome letter on your finance start date, either via email or by post. Payments usually start one month after your finance start date, unless you have a deferral period for example for a Buy Now, Pay Later account.

Your finance start date may depend on what type of goods you're purchasing and when you receive them.

• If you're collecting goods in store this can be the same day
• If you’re having goods delivered this can be on the day of delivery or collection
• If you're having goods installed as part of your purchase (such as a kitchen or conservatory), this can be the day the installation is complete.
• Your first payment will be month after your finance starts / have your goods.

If your application has been approved, but you’d like to consider your options, you have 30 days to decide whether you'd like to sign your agreement and continue with the finance.

If you applied online: We’ll send an email with a link to continue – this will remain valid for 30 days.

If you change your mind after you have signed your agreement , you can withdraw from the finance within 14 days starting the day after you sign the agreement – or when we confirm to you in writing that you've entered into the agreement, if this is later. For more details please refer to the “New agreement” section of the FAQ’s.

Your monthly payments are calculated by taking the total finance amount plus the total interest due over the loan period, divided by the term of the loan.

This will mean each monthly payment is the same amount even though you accrue less interest each month.

APR stands for the annual percentage rate, which is is the total amount you are charged for your finance shown as an annual percentage. This will include all fees and interest charges and will allow you to compare the cost of finance across different financing options as it provides a like for like comparison.

The credit facility fee is what we charge for your finance – the actual fee amount is set out in your agreement. If the fee is added to your finance amount, you'll pay interest on this as well as on the finance amount. If the fee is paid up front, it will be collected at the same time as your first repayment.

The completion fee is an amount we charge at the end of your finance. We'll collect it by Direct Debit on the same date as your final repayment.

We'll send you an annual statement every 12 months after your finance start date.

You can also get an up-to-date statement at any time by calling our automated phone service, which is available 24 hours a day on 0800 15 22 888 *. To do so, you need to choose ‘something else’ from the automated service menu, then ‘request a statement’.

All loans will show as a Barclays Patner Finance or Clyesdale Finance LTD loan depending on which credit agency you are looking at and or when you took out the loan. They will appear as an unseuced loan and show the total amount payable, this includes any interest (if applicable) as we add the interest to the loan, it will also show your monhly payment and the current balance at the time that you view your credit report.

Please note, updates to credit reports can take up to 30 days to show, so do not worry if the balance is a month behind.

We will always show the total amount to be paid for the finance over its full term – even if you settle your finance early and end up paying less.

For full details of how we use the information we collect from you, please read the Privacy Policy published on this site.

No. If you withdraw from the finance your purchase from the retailer is not also withdrawn/cancelled. You will need to pay for the goods/services or contact the retailer directly to cancel your purchase (if possible).

If you’re still not happy with how things turn out, get in touch with our team on 0800 15 22 888 * and we'll see how we can help. Our opening hours are Monday to Saturday 09:00 – 18:00.

Your payments will usually begin one month after your finance start date – unless you have a deferred product, such as 'Buy Now, Pay Later' finance. Details can be found in your credit agreement, or in the welcome letter we send you on your account start date.

As long as we hold a valid mobile number for you, you'll received a first payment reminder by text message, five days before your payment is due.

We request that all our customers pay us by Direct Debit.

You can change your payment date by contacting us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

Please note:
• payments dates can only be changed once within a 12-month period.
• we have to receive a payment each calendar month by the agreed payment date
• depending on your type of account, you may end up paying more interest if you change payment dates.

Before getting in touch with us, please give the retailer a chance to sort things out. Explain to them what’s happened and how you'd like things put right.

If you’re still unhappy with how things turn out, give us a call on 0800 15 22 888 * and we'll see how we can help. Our opening hours are Monday to Saturday 09:00 – 18:00.

If you’re worried about fraud, or believe you may have been the victim of fraud, please give us a call on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

Before you call, please check who's providing your finance. If you recently purchased something with monthly payments, it may be us providing the finance. Check your welcome letter to see which store the finance was taken in – if you're still concerned, please get in touch with us.

Once you have spoken to us you will need to complete a fraud disclaimer form. Please only complete the form if you have been guided to do so by one of our agents and we have already taken a record of the information from you. If you do continue to send without speaking to us first, we will be unable to continue our investigation.

Should the form not be returned within 28 days of speaking to us, we shall assume that you no longer wish to pursue the claim and any outstanding balance will be reapplied. In the meantime, you will not be billed for the queried finance.

Once we have completed our investigation we will contact you either by telephone or in writing to let you know our decision and what happens next.

You can change your payment date by contacting us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

Please note:

• payments dates can only be changed once within a 12-month period.
• we have to receive a payment each calendar month by the agreed payment date
• depending on your type of account, you may end up paying more interest if you change payment dates.

We need evidence of your name change in order to update your account, this can be:

• a copy of your marriage certification

• a copy of your decree absolute

• a copy of your deed poll notice 

Please send one of the above, along with your 16 digit Barclays Partner Finance account number, to:

Operations Support, Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

We can also update the payer name and details on your Direct Debit, however this does not require the above evidence and can be done by completing a Direct Debit Mandate PDF (0.1 MB) and posting it to the same address as above. Please ensure the mandate is signed by the bank account holder whose bank details are being used to setup the Direct Debit.

Updating the name on your Direct Debit will not result in the name on the account being updated also.

Please note, we can change your name for Barclays Partner Finance loans only, if you hold any other products / accounts with Barclays you will need to contact them directly. 

If you’d like us to be able discuss your account details with a third party, please visit https://www.barclayspartnerfinance.com/third-party to review the best option available for your circumstances.

No, you won't be able to transfer your finance into someone else's name.

Direct Debits and manual payments can be made from an account in someone else's name with their express permission. However, the finance itself will always remain in your name.

You can update the payer name and details on your Direct Debit by completing a Direct Debit Mandate PDF (0.1 MB) and posting it to: 

Operations Support, Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP. 

Please ensure the mandate is signed by the bank account holder whose bank details are being used to setup the Direct Debit.

If your name has recently changed and you need to update your account then please refer to the ‘I’ve changed my name. How can I update my account?’ FAQ for details. 

As standard, you will not be able to change the contracted term or monthly payments of your finance. However, making additional payments on top of your normal monthly payments can result in the term of the finance being shortened.

If you are looking to change your payment amount as you are struggling with your payments, please get in touch with our Financial Assistance team on 0800 16 15 260 *.

No, it isn't possible to change the agreed mileage on your PCP finance.

If the account holder has passed away the next of kin, or appropriate representative should contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00 

We'll need an original, certified copy of the account holder's death certificate and a letter detailing any estate to hand over to our specialist probate partners. They'll then be in touch on our behalf to discuss the account in more detail. Please visit our bereavement section for more help.

Please note, we can register a death for Barclays Partner Finance loans only. If the deceased holds any other products / accounts with Barclays you will need to contact them directly or visit the Barclays bereavement website.

If you would like to set up, amend or reinstate your Direct Debit, please get in touch with us on 0800 15 22 888 *.

Alternatively, you can complete a Direct Debit Mandate PDF (0.1 MB) and post it to: 

Operations Support, Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

Please ensure the mandate is signed by the bank account holder whose bank details are being used to setup the Direct Debit.

Direct Debits and manual payments can be made from an account in someone else's name with their express permission. However, the finance itself will always remain in your name. You can update the payer name and details on your Direct Debit by completing and sending in the above Direct Debit Mandate.

You can make additional debit card payments towards your finance account. Simply call our automated phone service on 0800 15 22 888 * and choose 'make a payment' from the main menu.

Monday – Saturday 09:00 – 18:00 and Sunday 10:00 – 17:00

If you plan to make an overpayment and need to discuss how this will impact your account, please contact us on 0800 15 22 888 *.

Please note: debit card payments take 1 working day to clear and deposits into our account via a Barclays branch take 2 working days, so please allow enough time for your payment to reach us. We do not accept payments via credit cards.

For a one-off bank transfer payment, or monthly standing order, please use the details below.
Please add your 16-digit account number as the reference.

UK payments
Account number: 70185604
Sort code: 20-19-90

Republic of Ireland payments
Account number: 42519201
Sort code: 99-02-12

International payments EURO
Account Name: Clydesdale Financial Services Limited
IBAN: IE47BARC99021242519201
Swift: BARCIE2D

International Accounts (Non-EURO)

IBAN - GB22BARC20199070185604

Swift Code - BARCGB2105N

If you plan to make an overpayment and need to discuss how this will impact your account, please contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

Please note: Bank transfers and standing orders take 3-5 working days to clear. Please allow enough time for your payment to reach us. 

Please make cheques payable to ‘Barclays Partner Finance’, including your 16-digit account number on the back. Post them to Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

If you plan to make an overpayment and need to discuss how this will impact your account, please contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

Please note: Cheques take 5-10 working days to clear. Please allow enough time for your payment to reach us. 

You can make a lump sum or  'partial settlement' payment towards your loan at any time. Depending on the type of finance you have, you may also be entitled to an interest rebate – this will be calculated automatically.

To request a partial settlement amount and to discuss how this will impact your account, please contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00 .

If the car is written off, please contact us on 0800 15 22 888 * – be sure to have your insurance company details to hand. Our opening hours are Monday to Saturday 09:00 – 18:00.

Remember, you'll need to continue making monthly payments until your insurance company has resolved the matter. Your finance account must be settled in full once any insurance payout has been made.

If for any reason the Insurance provider isn’t able to pay out, the finance will still need to paid, please contact 0800 15 22 888* to discuss your options. 

It is your responsibility to keep the car in reasonable condition throughout the term of the finance

When you return a car to us, as part of your PCP or through voluntary termination (VT), we'll assess its condition taking into account the British Vehicle Rental & Leasing Association (BVRLA) guidelines.

If we judge that you have not complied with the terms of your agreement and kept the car in reasonable condition, you will be liable for costs required to repair it

To find out more, visit the BVRLA website or give us a call on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

You can take the car outside the UK to a country within the EU, but only once a year, and for up to 28 days.

For more information on taking your car abroad, please contact us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

The primary owner or driver of the car must either be the account holder, or a partner who lives at the same address. This partner can be a married spouse, civil partner or common-law partner.

For the duration of the agreement, either the account holder and/or their partner must remain as:

• the named registered keeper of the car (on the V5C document)
• the holder of a valid, fully comprehensive car insurance policy covering the vehicle.

If you decide to sell the car, you'll need to contact us on 0800 15 22 888 * to notify us and get your settlement amount. Our opening hours are Monday to Saturday 09:00 – 18:00.

Any excess mileage charges will be applied, and payable, on the date that you return the car. Check your credit agreement for the pence-per-mile rate.

No, we cannot change the agreed mileage on a PCP agreement.

You're legally entitled to request voluntary termination (VT) at any point. If you decide to return your car to your finance provider, you can request this by filling out one of our VT documents or by writing to us with the relevant information, please see your credit agreement for what is required.

Looking to VT to upgrade or as part of a new car purchase?
Contact us on 0800 15 22 888 *. 

Exploring VT due to financial difficulties, or to reduce your monthly costs?
Contact our Barclays Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

If you return the car to us, it must be in a reasonable condition with the full set of keys and any documentation related to the car.

It's your responsibility to inform the DVLA, once the car has been repossessed, that you're no longer the registered keeper of the car.

If you're having financial difficulties, please contact the Barclays Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

Once the car has been repossessed, we'll organise its sale and apply the funds to any remaining balance on your account.

You'll then be liable to pay us the outstanding balance following the sale.

For more information, please contact our Barclays Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

If you’ve purchased a vehicle that has outstanding finance held with us, and were unaware of this, please give us a call on 0800 15 22 888 *.

Once you have spoken to us you will need to complete an innocent party questionnaire. Please only complete the questionnaire if you have been guided to do so by one of our agents and we have already taken a record of the information from you. If you do continue to send without speaking to us first, we will be unable to continue our investigation.

Meanwhile, you should not dispose of the vehicle until our investigations are complete. If you do so, you may be liable to us for damages.

Once we have completed our investigation we will contact you either by telephone or in writing to let you know our decision and what happens next.

Unfortunately, we don't offer payment holidays. If you're experiencing money concerns we may be able to help. Please call our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

No, you won't incur any additional charges or fees if you agree a reduced monthly payment plan.

If you need to discuss your plan please contact please contact our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

Once we've set up an agreed reduced payment plan, we'll inform the credit reference agencies (Experian, Equifax or TransUnion) of this arrangement. We'll also provide them with details of your new monthly payment amount and start date.

Each agency records this information, however they may use it in different ways, so you'll need to contact them individually to find out how your credit rating may be affected.

The following agencies may be able to offer free impartial and confidential advice if ever you need it. There may sometimes be a charge, so always check first.

• StepChange Debt Charity (UK) – Call 0800 138 1111 or visit www.stepchange.org
• National Debtline (England, Wales or Scotland) – Call 0808 808 4000 or visit https://nationaldebtline.org/
• Money Helper – Call 0800 138 7777 or visit https://www.moneyhelper.org.uk/en - for Scotland visit www.moneyadvicescotland.org.uk
• Citizens' Advice Bureau – Visit www.adviceguide.org.uk (England & Wales), www.cas.org.uk (Scotland), or www.citizensadvice.co.uk (Northern Ireland)

You're legally entitled to request voluntary termination (VT) at any point. If you decide to return your car to your finance provider, you can request this by filling out one of our VT documents or by writing to us with the relevant information, please see your credit agreement for what is required.

Looking to VT to upgrade or as part of a new car purchase?
Contact us on 0800 15 22 888 *

Exploring VT due to financial difficulties, or to reduce your monthly costs?
Contact our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). BFA opening hours Monday to Thursday 08:00 – 20:00 Friday 08:00 – 19:00 and Saturday 09:00 – 16:00, closed Sundays and Public Holiday’s.

If you return the car to us, it must be in a reasonable condition with the full set of keys and any documentation related to the car.

It's your responsibility to inform the DVLA, once the car has been repossessed, that you're no longer the registered keeper of the car.

If you're having financial difficulties, please contact the Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). BFA opening hours Monday to Thursday 08:00 – 20:00 Friday 08:00 – 19:00 and Saturday 09:00 – 16:00, closed Sundays and Public Holiday’s.

Once your car has been repossessed, we'll organise its sale and apply the funds to any remaining balance on your account.

You'll then be liable to pay us the outstanding balance following the sale.

For more information, please contact our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). BFA opening hours Monday to Thursday 08:00 – 20:00 Friday 08:00 – 19:00 and Saturday 09:00 – 16:00, closed Sundays and Public Holiday’s.

Any excess mileage charges will be applied, and payable, on the date that you return the car. Check your credit agreement for the pence-per-mile rate.

A balloon payment is part of your final payment, normally where a larger portion of your finance is paid off at the end in order to reduce the monthly payments you make.

Your balloon payment can't be split or refinanced as part of your finance. So if you can't pay this in full or you're experiencing financial difficulties, please get in touch with our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). Our opening hours are Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:00.

Yes, if you have conditional sale or PCP finance then Barclays Partner Finance will hold 'title' to the vehicle. This means that your vehicle will show on the HPI register for the duration of the finance agreement.

This will end when the loan is settled in full, or if the car is returned voluntarily, repossessed, or written off in an accident settled via insurance.

We don't automatically send confirmation when your finance has been paid in full.

If you want confirmation, please get in touch with us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

No. We'll stop taking Direct Debit payments once your finance is paid in full.

If you settle your account manually, via a Debit Card, Bank Transfer or Cheque, your next Direct Debit may already be pending. In this event, you'll have to contact your current account provider, they may be able to stop the payment. If they can’t, we'll refund any overpayments back to your current account once the Direct Debit has cleared. Direct Debit payments can take up to 10 days to clear. The Direct Debit will need to remain active and in place for us to refund you in this way therefore, please do not cancel your Direct Debit until the refund is back into your current account.

No. If you withdraw from the finance your purchase from the retailer is not also withdrawn/cancelled. You will need to pay for the goods/services or contact the retailer directly to cancel your purchase (if possible).

If you’re still not happy with how things turn out, get in touch with our team on 0800 15 22 888 * and we'll see how we can help. Our opening hours are Monday to Saturday 09:00 – 18:00 

You can pay off your finance in full at any time. Once your cooling off (right to withdraw) period has passed you can get in touch with us to request a settlement amount, so you know exactly how much you still need to pay. Your settlement amount will remain valid for up to 28 days.

Please ensure you do not cancel your Direct Debit or other monthly payment method until your account is fully paid as your account may fall into arrears. We’ll stop taking Direct Debit payments once your finance is fully paid and if you inadvertently make any over-payments, we will refund these automatically to the account they were made from.

You can also make one-off or regular additional payments on top of your scheduled Direct Debit if you like. To discuss any of these options in more detail please, get in touch with us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

When we calculate a settlement amount, we add on 1 month and 28 days' interest. This settlement amount is valid for 28 days and during this period the interest on your account is frozen.

Please ensure you do not cancel your Direct Debit or other monthly payment method until your account is fully paid as your account may fall into arrears. We’ll stop taking Direct Debit payments once your finance is fully paid and if you inadvertently make any over-payments, we will refund these automatically to the account they were made from.

If you don't pay the settlement amount within this timeframe, the full interest charge (as shown in the settlement breakdown notes) will be added to your balance.

The interest you pay as part of your settlement amount may differ depending on the type of finance you have. To discuss your individual account(s) give us a call on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

If you've made an overpayment via Direct Debit, once the Direct Debit has cleared, we'll refund this back to your current account.  Direct Debit payments can take up to 10 days to clear. The Direct Debit will need to remain active and in place for us to refund you in this way therefore, please do not cancel your Direct Debit until the refund is back into your current account.

If you've overpaid through a manual payment, such as a standing order, card or cheque payment, please get in touch with us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.

You're legally entitled to request voluntary termination (VT) at any point. If you decide to return your car to your finance provider, you can request this by filling out one of our VT documents or by writing to us with the relevant information, please see your credit agreement for what is required.

Looking to VT to upgrade or as part of a new car purchase?
Contact us on 0800 15 22 888 *

Exploring VT due to financial difficulties, or to reduce your monthly costs?
Contact our Financial Assistance team on 0800 16 15 260 * (landline) / 0333 202 7894 (mobile). BFA opening hours Monday to Thursday 08:00 – 20:00 Friday 08:00 – 19:00 and Saturday 09:00 – 16:00, closed Sundays and Public Holiday’s.

If you return the car to us, it must be in a reasonable condition with the full set of keys and any documentation related to the car.

It's your responsibility to inform the DVLA, once the car has been repossessed, that you're no longer the registered keeper of the car.

We don't automatically send confirmation when your finance has been paid in full.

If you want either digital or written confirmation, please get in touch with us on 0800 15 22 888 *.

No. We'll stop taking Direct Debit payments once your finance is paid in full.

If you settle your account manually, via a Debit Card, Bank Transfer or Cheque, your next Direct Debit may already be pending. In this event, you'll have to contact your current account provider, they may be able to stop the payment. If they can’t, we'll refund any overpayments back to your current account once the Direct Debit has cleared. Direct Debit payments can take up to 10 days to clear. The Direct Debit will need to remain active and in place for us to refund you in this way therefore, please do not cancel your Direct Debit until the refund is back into your current account.

Barclays Partner Finance may share equal responsibility with the retailer for certain claims, under Section 75 of the Consumer Credit Act 1974 (often referred to as a “section 75 claim”).

This means we'll try to help investigate and resolve any issues with what you've purchased.

Barclays can't directly provide you with a courtesy car. The retailer may be able to provide a courtesy car in some cases, however this will be based on their terms and availability.

You can arrange repairs yourself. However, this may void any warranty you have in place. We suggest that you contact the retailer in the first instance.

Yes, you still need to keep up your contractual payments during any claim investigation. Any missed or withheld payments will result in your account falling into arrears and being reported to the credit reference agencies, as explained in your credit agreement.

We will look to contact you with any updates or if we require any further information, however  you can contact us if you want to discuss your claim by:

• Calling us on 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.
• Sending an email to BPFSection75Claims@barclayscorp.com - please note we cannot process any enquiries relating to coronavirus through this email address.

Please note: To ensure privacy, there may be occasions when we need to respond by post.

Under Section 75 of the Consumer Credit Act 1974, you're covered if something goes wrong with the goods and services you have purchased funded by Barclays Partner Finance.

Under Section 75, you could be entitled to compensation from Barclays Partner Finance, if goods you've funded are:

• Faulty/ damaged
• not delivered
• or the information given about them was misleading

You’ll usually be able to make a Section 75 claim as long as:

• The goods or services were purchased by you, the main account holder (goods registered to a third party will not be covered).
• The single value of the one item is between £100 to £30,000.
• The purchase was made less than six years ago.
• Your purchase was made directly through the retailer, and not a third party, for example if you purchased from Amazon EU S.a.r.l.   Purchases are not covered by section 75 where the seller is a third party seller that sells goods using the Amazon Marketplace.

If you wish to raise a Section 75 claim, before getting in touch with us, please give the retailer a chance to sort things out. Explain to them what’s happened and how you'd like things put right.

If you’re still unhappy with how things turn out, give us a call on 0800 15 22 888 * and we'll see how we can help. Our opening hours are Monday to Saturday 09:00 – 18:00.

Alternatively, you may contact us by sending an email to BPFSection75Claims@barclayscorp.com. 

We really value your feedback and we'll always do our best to respond as quickly as possible. If you're unhappy, please get in touch with us.
• Call: 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.
• Email: BPF_CustomRelatCompl@barclayscorp.com - please note we cannot process any enquiries relating to coronavirus through this email address.
• Write to us: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP

If you do contact us we'll need:
• your 16-digit Barclays Partner Finance account number
• as much detail about the complaint as possible, including any letters or photographs
• information on what action you'd like us to take
• up-to-date contact details so that we can keep you updated on your complaint

Please note: To ensure privacy, there may be occasions when we need to respond by post. 

We try to resolve all complaints within 4 working days. If we need more time, we’ll let you know in writing.

We'll always write to you explaining what's happening and when we expect to resolve the issue by. You'll also receive either a final response, or a detailed report on our progress, within 8 weeks.

We'll contact you with any updates, or if we require any further information. If you need to get in touch in the meantime, you can call us on 0800 15 22 888 * or send an email to BPF_CustomRelatCompl@barclayscorp.com - please note we cannot process any enquiries relating to coronavirus through this email address. Our opening hours are Monday to Saturday 09:00 – 18:00.

Please note: To ensure privacy, there may be occasions when we need to respond by post.

Even while your complaint is being investigated, it's important to keep up your payments. Missing payments will result in your account falling into arrears and being reported to the credit reference agencies (CRAs), as detailed in your credit agreement.

You can get in touch to discuss our response using the number on your final response letter.

If we haven't been able to resolve your complaint, the Financial Ombudsman Service is an independent service that can look into it for you. You can contact them:
• by phone on 0800 023 4567 or 0300 123 9123
• by email at complaint.info@financial-ombudsman.org.uk
• by post at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Yes. However, we won't cover any third party fees or charges incurred as part of your complaint. Please also note that if you use a claims management company to manage your complaint, they may be entitled to a share of any compensation you receive.