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your loan explained

FAQ's - Your Loan Explained

You’ll find some useful information to help you understand your personal loan here. Details about the specific features of the loan you’ve taken out with us can be found in the welcome documents you received when we set up your account.

If you would like to check your current balance or request a settlement figure or you need a copy of another document, you can request these to be sent out in the post through our online form. Full details can be found on our contact page.

Frequently asked questions

Before you buy

  • Our finance is only available through our designated retail partners.

    To apply for one of our finance products, you must be at least 18 years old on the date you apply, and a permanent UK resident for at least the last three years.

    You must have an annual income of at least £6,000 and be one of the following:
    • in regular full time work, working a minimum of 16 hours a week (includes students)
    • retired
    • in receipt of disability allowance

    You must also have a mobile phone number, email address, and a UK bank account that can be set up to make Direct Debit payments.

    Note: Finance is subject to eligibility and the approval of your application depends on financial circumstances and borrowing history. You must have no outstanding county court judgments (CCJs).

  • 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)

Making an application

  • In the UK, companies called credit reference agencies (CRAs) compile information on how you manage credit and make your payments. When you apply for finance, we'll carry out a search with Experian, Equifax and/or Callcredit to help make a lending decision. This search remains on your credit file for up to 12 months.

    CRAs will create an information summary about you, in the form of a credit score, which includes:
    • a list of your credit accounts
    • details of your payments history
    • how much credit you have available
    • public records such as county court judgements (CCJs) or bankruptcies

  • If you've been declined for finance and would like to discuss our decision, you can contact us on 0800 15 22 888 *.

    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.

  • If you decide to go ahead with your finance, you’ll need to carefully read the details of your agreement, along with the terms and conditions. You can then sign the finance agreement, either digitally or physically depending on how you applied.                                                            

    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.

  • 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.

Understanding your finance

  • Interest is the amount you are charged when you borrow money for goods and/or services over a period of time. The Interest Rate is the amount you are being charged as a % of the finance amount and is usually expressed as an annual rate.

     

  • Interest is calculated monthly and your interest rate is usually shown as an annual rate.

    In order to calculate the monthly interest, we take the interest rate and divide by 12 to get a monthly amount. This is then multiplied by your account balance, to calculate the interest incurred that month.

  • 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 can help if you find it difficult to understand any information we've provided. Our team can support all customers, including those who with physical or mental impairments, or learning difficulties. Get in touch with us on 0800 15 22 888 *.

    Please have your 16-digit Barclays Partner Finance account number to hand as you'll need this to access your account information.

  • 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’.

  • The value you see displayed on your credit file is the total amount to pay – this might vary depending on the type of finance you've taken out.

    • Interest free finance for a sofa: this will have the same value as the goods purchased (for example: finance of £2,000  will show as £2,000 to be repaid)
    • Motor or caravan finance: interest, credit facility and/or completion fees are added onto the initial finance (for example: £10,000 borrowed may show as £12,500 to be repaid)
    • Buy-now-pay-later finance for a kitchen: the total amount to be paid if you let the finance run its full term and don't settle it before then (so, for example, £10,000 borrowed may show as £15,000 to be repaid).

    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.

New agreement

  • If you change your mind, 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.

    To withdraw from your finance get in touch on 0800 15 22 888 * or write to us at: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

    If you withdraw from the finance and we've already paid the retailer for the goods/services, you'll have to repay the value of the goods/services (plus any services or insurance) to us. You need to do this within 30 days of the date you asked to withdraw from the finance, and we won't charge you interest or other charges during that time. If you don't pay all amounts due in full, the finance will continue. However, if you do the goods will belong to you.

  • 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.

  • 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 *.

    Please note:
    • payment dates can only be changed once in 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.

  • If you’re worried about fraud, please give us a call on 0800 15 22 888 *. If you've received a letter or email from us, please have your 16-digit account number to hand.

    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.

Changing your finance

  • To let us know about a change of address, please call us on 0800 15 22 888 *.

  • You can change your payment date by contacting us on 0800 15 22 888 *.

    Please note:
    • payment dates can only be changed once in 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:

    Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP

  • If you’d like us to be able discuss your account details with a third party (such as a friend or family member) then this can be set up by you (as the account holder) by contacting our us on 0800 15 22 888 *.

    Alternatively, you can complete and sign a Disclosure of Authority form and send to:

    Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP

    Please be aware that whilst this will allow them to discuss your account, it does not allow them to make any changes on your account. If you need to update your address or payment details, you will still need to be present during the call to give your permission.

  • 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.

  • 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 *.

    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.

Making payments

  • You can change your payment date by contacting us on 0800 15 22 888 *.

    Please note:
    • payment dates can only be changed once in 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.

  • To discuss setting up, amending or reinstating a Direct Debit, get in touch with us on 0800 15 22 888 *.

    Alternatively, you can complete a Direct Debit Mandate and post it to: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP

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

    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

    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: 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 *.

    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 *.

About your car or caravan loan

  • If the car is stolen, please contact us on 0800 15 22 888 * – be sure to have your insurance company details to hand.

    You'll need to continue making monthly payments until your insurance company has resolved the matter. If your car isn't recovered, your finance account must be settled in full once any insurance payout has been made.

    If you've informed us that your car has been stolen and it's subsequently recovered, you'll need to get in touch to let us know.

  • If the car is written off, please contact us on 0800 15 22 888 * – be sure to have your insurance company details to hand.

    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.

  • 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 *.

  • 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 *.

  • 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.

  • 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*

  • If you've received notice from us that we have terminated your motor finance, you can surrender the car voluntarily and avoid legal costs. However, to do this you'll need to contact our Financial Assistance team on 0800 16 15 260 * within three working days of receiving the termination letter.

    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 *.

  • 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 *.

If you have money worries

  • If you're struggling with payments, please get in touch with our Financial Assistance team on 0800 16 15 260 *.

  • 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 *.

  • 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 *.

  • Once we've set up an agreed reduced payment plan, we'll inform the credit reference agencies (Experian, Equifax or Callcredit) 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 www.nationaldebtline.co.uk
    • Debt Action NI service (Northern Ireland) – Call 0800 917 4607 or visit www.debtaction-ni.net
    • Money Advice Service – Call 0800 138 7777 or visit www.moneyadviceservice.org.uk
    • Money Advice Scotland – Call 0141 572 0237 or visit www.moneyadvicescotland.org.uk
    • My Money Steps – Visit www.mymoneysteps.org
    • 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 Barclays Financial Assistance team on 0800 16 15 260 *

  • If you've received notice from us that we have terminated your motor finance, you can surrender the car voluntarily and avoid legal costs. However, to do this you'll need to contact our Financial Assistance team on 0800 16 15 260 * within three working days of receiving the termination letter.

    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 *.

  • 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 Barclays Financial Assistance team on 0800 16 15 260 *.

Ending your finance early

  • If you change your mind, 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.

    To withdraw from your finance get in touch on 0800 15 22 888 * or write to us at: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

    If you withdraw from the finance and we've already paid the retailer for the goods/services, you'll have to repay the value of the goods/services (plus any services or insurance) to us. You need to do this within 30 days of the date you asked to withdraw from the finance, and we won't charge you interest or other charges during that time. If you don't pay all amounts due in full, the finance will continue. However, if you do the goods will belong to you.

  • 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.

  • 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.

    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 *.

  • 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.

    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 *. 

  • If you've made an overpayment via Direct Debit, we'll refund this back to your paying bank once the Direct Debit has cleared.

    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 *.

  • 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 *

  • If you've received notice from us that we have terminated your motor finance, you can surrender the car voluntarily and avoid legal costs. However, to do this you'll need to contact our Financial Assistance team on 0800 16 15 260 * within three working days of receiving the termination letter.

    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 paying bank to cancel. Alternatively, we'll refund any overpayments back to your paying bank once the Direct Debit has cleared.

At the end of your finance

  • Your options are detailed below.

    Option 1 – Keep the car
    To do this, you must make the final payment (which includes the balloon figure) on or before its due date. Provided you've followed the terms of the finance and made all required payments, you'll then become the legal owner of the car.

    Option 2 – Part-exchange
    You can visit any dealer (including your supplying dealer) to discuss part-exchanging your existing car and settling the outstanding balance of your PCP finance.

    Option 3 – Return the car
    To do this, you need to complete a Request for The Return of Motor Vehicle at End of Contract (PCP) form. This will be sent to you in the post as part of your ‘PCP End-of-Term’ pack, approximately 3 months before the end of your finance. If you don't return this form at least 21 days before your final payment date, we'll automatically collect the final payment by Direct Debit.

    Please note: If you choose to return the car, a vehicle assessment report will be completed on its condition in line with British Vehicle Rental & Leasing Association (BVRLA) guidelines. Once the car has been sold we will calculate the amount that you may owe, including any charges incurred such as costs to bring the vehicle into a reasonable condition, and let you know the total amount due.

  • 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 *.

  • 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 *.

  • 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 paying bank to cancel. Alternatively, we'll refund any overpayments back to your paying bank once the Direct Debit has cleared.

If your goods / services purchased are faulty

  • 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.

  • 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 *
    • 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.

If you have a complaint

  • 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.

  • 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 *
    • 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 2 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.

    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.

    You can also go through the European Commission's Online Dispute Resolution (ODR) service, who will send your complaint to the Financial Ombudsman Service for an independent review.
    Visit the ODR website.

  • 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.

Call us

Customer Services

Lines are open:

Monday - Saturday: 9am - 6pm (24 hour self serve options through our automated phone service)

0800 15 22 888 *

0044 123 668 1763 from overseas**

Financial Assistance

Lines are open:

Monday - Friday: 9am - 5pm

Saturday: 9am-1pm

0800 16 15 260 *

 

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