Important: Changes to Service Levels
We have been able to maintain highly competitive rates for an extended period of time, and as a result the increased application volumes have placed excessive demands on our servicing levels. We publish our processing times on a daily basis on our website but please be advised that due to the increased volumes we have seen, our initial case assessment time will move to 7 working days for new residential and BTL standard applications.
Moving to a 7-day assessment time for new submissions will significantly help with the efficiencies to process more cases in an overall quicker timescale than at present. Additional processing times of a further 3 working days apply for AML/KYC documentation checking as we work through our pipeline applications. We are currently reviewing this process and will advise any updates in due course.
Cases that are beyond the seven day service level will be prioritised, allowing focus on the applications where escalations are received. These types of customers are predominantly in a position where a decision has been made and additional information is required to move the case to offer.
Product transfers
Your clients with an existing Barclays mortgage can continue to benefit from our exclusive Reward range. We are processing fully completed Rate Switch applications within 4 working days.
Working together
We believe it’s critical that we work together during this period as we aim to return to more normal service levels in the short term. You can support us through this period by:
- Utilising the Barclays Intermediary Hub for all case tracking
- Leveraging our perfect packaging guide to reduce the likelihood of any follow ups with your applications.
- Directing all simple queries our Partnership Support Team.
- Not escalating enquiries within the current seven day service level
