View more on these topics

Barclays brings mortgage call centres back to UK from India

Brokers have experienced severe delays when dealing with Barclays’ broker arm Woolwich.

Barclays has brought all of its mortgage call centres in India to the UK, as brokers say they have experienced waiting times of more than an hour while trying to process deals with the lender.

The bank admits some brokers have experienced delays when dealing with its broker arm, Woolwich, as a result of the move and has apologised.

It is not known whether there will be any job cuts as a result of the move and the bank has failed to give the reason for its decision.

A Barclays spokeswoman says: “Last month we implemented a change to move all existing mortgage services telephony operations in India to our UK based teams. 

“We are aware some brokers have experienced a longer waiting time during the initial transition and for this we offer our apologies.”

John Charcol senior technical manager Ray Boulger says: “The delays we have experienced with Barclays have been absolutely appalling at times. If they are keeping brokers waiting an hour on the phone, what does that say to the broker other than ‘we don’t value your business’?”

Perception Finance managing director David Sheppard says: “I can appreciate some people bemoan having to deal with overseas call centres but I never had any problems or bad experiences with them.

“My main question would be: how can Barclays have been so obviously under-prepared for the change? It knows the call volumes they receive and going by the experiences myself and other brokers have been having, it is clearly under-staffed and I cannot understand why.”

Last month the bank announced it is cutting 1,700 frontline jobs from across its branch network, including cashiers, personal bankers, operational specialists and bank managers.

Newsletter

News and expert analysis straight to your inbox

Sign up

Comments

    Leave a comment

    Close

    Why register with Money Marketing ?

    Providing trusted insight for professional advisers.  Since 1985 Money Marketing has helped promote and analyse the financial adviser community in the UK and continues to be the trusted industry brand for independent insight and advice.

    News & analysis delivered directly to your inbox
    Register today to receive our range of news alerts including daily and weekly briefings

    Money Marketing Events
    Be the first to hear about our industry leading conferences, awards, roundtables and more.

    Research and insight
    Take part in and see the results of Money Marketing's flagship investigations into industry trends.

    Have your say
    Only registered users can post comments. As the voice of the adviser community, our content generates robust debate. Sign up today and make your voice heard.

    Register now

    Having problems?

    Contact us on +44 (0)20 7292 3712

    Lines are open Monday to Friday 9:00am -5.00pm

    Email: customerservices@moneymarketing.com