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.