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Barclays Track It FAQs

  • General

    Is the Barclays Track It site secure?

    Barclays Track It is fully secure and the details you use to log in will be encrypted. We also don’t include specific details about your application, complaint or agreement, as the service is only designed to show you where we are in the process of dealing with it.

    The information displayed in Barclays Track It is wrong, what do I do?

    Please give us a call and we'll sort this for you.
    Business lending: 0333 202 7445
    Buy to Let mortgages: 0800 022 4022

    For complaints

    If we have already contacted you and given you a direct number, please use that. Otherwise, if your complaint is mortgage-related, please call us on 0800 290 265.

    For all other complaints please call us on:
    0800 282 390 (freephone UK only)
    0333 200 2196 (mobiles *03 numbers cost no more than a national rate call and are included in inclusive minutes)
    +44 (0)207 116 7488 1 (outside the UK)

    Please have your complaint reference number available. You can also request a call back at a time to suit you.

    Why haven’t I received a text message when Barclays Track It is showing a progress update?

    This may be because the update happened outside of normal hours. For example, we can’t send text messages on a Sunday. We suggest you always use Barclays Track It to see status updates.

    What do the status colours mean in Barclays Track It?

    The steps within Barclays Track It are:

    • White – not started
    • Grey – in progress
    • Blue – complete

    We won’t mark a step as complete until we’ve completed all the work. A business lending application, for example, may have the valuation marked as ‘in progress’ even though 2 of 3 valuations are complete.

    My browser won’t display Barclays Track It correctly, what should I do?

    Barclays Track It is best viewed in Internet Explorer or Firefox.

  • Buy-to-let

    What steps are there to a buy-to-let mortgage application that I can follow in Barclays Track It?

    After you've submitted your application, one of our underwriters will assess your case and confirm any further requirements.

    As part of the underwriting process, we will need a valuation (or re-valuation) of the property that you want to buy with your buy-to-let loan. This is normally carried out by one of our surveyors, who will arrange it directly with you.

    Once the valuation has been completed and a satisfactory report received, and all lending criteria have been satisfied, we'll send you an offer letter.

    We typically need 5 working days to complete your mortgage once we've received all the required documentation.

    For a guide to all stages of the buy-to-let mortgage process, please visit our buy-to-let centre.

    Why do I get an error in Barclays Track It saying my buy-to-let mortgage application is not available to view?

    You may have entered an incorrect case reference number or an incorrect postcode. The postcode you need to use is the home postcode we have on file for you. It's also possible that your application tracking record may have expired. Please re-enter your case reference number and postcode. If you're still having problems, please contact your mortgage adviser.

    How do I contact you about my buy-to-let mortgage application in Barclays Track It?

    Please call us on 0800 022 4022.

  • Business complaints

    How do I contact you about my complaint?

    If we have already contacted you and given you a direct number, please use that.

    For all other complaints please call us on:

    0800 282 390 (freephone UK only)

    0333 200 2196 (mobiles *03 numbers cost no more than a national rate call and are included in inclusive minutes)

    +44 (0)207 116 7488 1 (outside the UK)

    Please have your complaint reference number available. You can also request a call back at a time to suit you.

    Please visit our how to complain page for more ways of contacting us.

    Which postcode should I enter to see my complaint in Barclays Track It?

    Please enter the postcode we hold on file for you. This could be the postcode relating to your correspondence, trading or business registered address.

    How does the complaints process work in Barclays Track It?

    After we've received your complaint, we’ll give you a unique Complaint Reference Number. Your complaint will be passed to a complaint handler to investigate and agree a resolution with you.

    We may need to contact you by phone to get more information, agree a resolution with you or advise you of the outcome of your complaint.

    You will be able to track several stages, including when we have attempted to contact you and when we have notified you about the outcome of your complaint.

    Read more about how we'll respond to your complaint.

    Will you attempt to contact me to discuss my complaint?

    If a complaint handler has not had an opportunity to discuss your complaint with you, we‘ll try to contact you by telephone. If we can’t get through we may write to ask you to contact us to discuss the complaint or provide further information.

    What if I receive a request to contact you about my complaint?

    We may send you a text message, write to you or leave a voicemail asking you to contact us about your complaint – you can also request a call back at a time to suit you. We may need to get more information about it to help us investigate further so it would help us if you could respond to our request.

    I have received a written update about my complaint. What does this mean?

    If it looks like we will need more time to complete our investigation, we’ll send you a letter and a leaflet that explains how we deal with complaints and includes details of the Financial Ombudsman Service.

    What if I am not happy with the resolution of my complaint?

    If for any reason you're not happy with our response, please let the person or team who handled your complaint know so that we can see if there's anything further we can do.

    Why do I get an error in Barclays Track It saying my complaint is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. The postcode you need to use is the postcode relating to your correspondence, trading or business registered address we have on file for you. It's also possible that your tracking record has expired. Please re-enter your case reference number and postcode. If you still experience difficulties then please contact your Case Manager.

    I submitted my complaint before Barclays Track It went live. Can I still use the service?

    Unfortunately not. Barclays Track It will only display complaints that we received after the service was launched.

  • Business lending

    My valuation is complete but in Barclays Track It, it says it's ‘being processed', why is this?

    An asset may have been valued as part of your business lending application but you may have others that need to be valued.

    Your application status will only move to the next stage once all valuations have been completed.

    Why do I get an error in Barclays Track It saying my application is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. The postcode you need to use is the business postcode registered with us. It's also possible that your application tracking record has expired. Please re-enter your Case Reference Number and postcode. If you're still having problems, contact your Business Manager.

    In Barclays Track It, why are ‘valuation’ and ‘security’ always shown as blue for unsecured loans?

    We don’t need valuations or confirmation of security with unsecured loans so the status will always be shown as blue for ‘valuation’ and ‘security’ in Barclays Track It.

    How do I contact you about my business lending application in Barclays Track It?

    Please call us on 0333 202 7445.

    What steps are there to a business lending application that I can follow in Barclays Track It?

    After you've submitted your application, we'll assess your application and, if successful, we'll send you an offer letter. You'll need to sign it and return it to us while we continue to set up your loan. If your application includes multiple products, we will show this step as complete in Barclays Track It when we've produced all of your offer letters.

    For some lending cases, we will need a valuation (or revaluation) of the security that applies to your loan. This is normally carried out by one of our valuers, who will arrange it directly with you.

    If your application involves us taking security over multiple assets, we will show each sub-stage as 'Complete' in Barclays Track It when all of the valuations have been ordered or received.

    We then need to be sure that the relevant paperwork is in place to ensure that your loan is secured on the relevant asset or assets. Once we've received all the documentation, we typically need 7 working days to complete your loan. If you need it completed quicker, please let us know and we'll do our best to help. If your application involves us taking security over multiple assets, we will show each sub-stage in Barclays Track It as complete when all of the paperwork has been have been issued or received.

    For a guide to all stages of the lending process, please refer to our Quick Start Lending Guides:

    The application that I’m following in Barclays Track It is taking too long to process. Who do I contact?

    Please check our Quick Start Lending Guides for information on how long you can expect your lending application to take:

    If you still need to contact us, please call 0333 202 7445. Please quote your Case Reference Number.

     

  • Complaints

    How do I contact you about my complaint?

    If we have already contacted you and given you a direct number, please use that.

    For all other complaints please call us on:

    0800 282 390 (freephone UK only)

    0333 200 2196 (mobiles *03 numbers cost no more than a national rate call and are included in inclusive minutes)

    +44 (0)207 116 7488 1 (outside the UK)

    Please have your Complaint Reference Number available. You can also request a call back at a time to suit you.

    Please visit our how to complain page for more ways of contacting us.

    Which postcode should I enter to see my complaint in Barclays Track It?

    Please enter the postcode we hold on file for you. This could be the postcode relating to your correspondence, trading or business registered address.

    How does the complaints process work in Barclays Track It?

    After we've received your complaint, we’ll give you a unique Complaint Reference Number. Your complaint will be passed to a Complaint handler to investigate and agree a resolution with you.

    We may need to contact you by phone to get more information, agree a resolution with you or advise you of the outcome of your complaint.

    You will be able to track several stages, including when we have attempted to contact you and when we have notified you about the outcome of your complaint.

    Read more about how we'll respond to your complaint.

    Will you attempt to contact me to discuss my complaint?

    If a complaint handler has not had an opportunity to discuss your complaint with you, we‘ll try to contact you by telephone. If we can’t get through we may write to ask you to contact us to discuss the complaint or provide further information.

    What if I receive a request to contact you about my complaint?

    We may send you a text message, write to you or leave a voicemail asking you to contact us about your complaint – you can also request a call back at a time to suit you. We may need to get more information about it to help us investigate further so it would help us if you could respond to our request.

    I have received a written update about my complaint. What does this mean?

    If it looks like we will need more time to complete our investigation, we’ll send you a letter and a leaflet that explains how we deal with complaints and includes details of the Financial Ombudsman Service.

    What if I am not happy with the resolution of my complaint?

    If for any reason you're not happy with our response, please let the person or team who handled your complaint know so that we can see if there's anything further we can do.

    Why do I get an error in Barclays Track It saying my complaint is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. The postcode you need to use is the postcode relating to your correspondence, trading or business registered address we have on file for you. It's also possible that your tracking record has expired. Please re-enter your Case Reference Number and postcode. If you still experience difficulties then please contact your Case Manager.

    I submitted my complaint before Barclays Track It went live. Can I still use the service?

    Unfortunately not. Barclays Track It will only display complaints that we received after the service was launched.

  • PPI complaints

    Why have you introduced Barclays Track It for PPI?

    Barclays Track It allows you to conveniently check the status of your complaint online.

    Why can I not use Barclays Track It for my other PPI complaints?

    Barclays Track It can only be used for complaints received after 6 June 2013 for personal unsecured loans, mortgages and overdrafts. 

    What is a PPI Questionnaire and why have you sent it to me?

    Along with our letter of acknowledgement, you may have received a copy of a PPI Questionnaire. Completing and returning this form will ensure we have the information we need to process your complaint in a timely manner.

    I’ve received a text message about something called Barclays Track It – is this from you?

    Yes, we are sending select customers an introductory text message with a link to Barclays Track It, our new service that lets you conveniently check the status of your complaint online.

    Which postcode should I enter to see my complaint in Barclays Track It?

    Please enter the home postcode we have on file for you. If you've made a complaint on behalf of another customer, please enter their home postcode.

    What steps are there to a complaint that I can follow in Barclays Track It?

    After we've received your complaint, we’ll give you a unique Complaint Reference Number and will allocate your case to be investigated.

    We may need to contact you by phone to request more information, agree a resolution or advise you of the outcome of your complaint.

    You’ll be able to track your complaint through several stages, including after we’ve resolved it for you.

    For a guide to how we deal with complaints, please visit our how we'll respond to your complaint page.

    What if I receive a request to contact you about my complaint?

    We may write or call you requesting more information about your complaint. Please do get back to us, because your input will help us deliver a timely response to your complaint.

    What if I’m not happy with the resolution of my complaint?

    If you are unhappy with the outcome of your complaint you can ask the Financial Ombudsman Service to review it. You have 6 months from the date of our final response letter to do so. We will cooperate fully with the Financial Ombudsman Service should you choose to pursue your complaint with them. You can get further information on PPI from the Financial Ombudsman Service.

    Why do I get an error in Barclays Track It saying my complaint is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. Please ensure that you enter the home postcode we have on file for you. Your case remains on Track it for 120 days after we have completed our review.

    I submitted my claim/complaint before Barclays Track It went live. Can I still use the service?

    Unfortunately not. Barclays Track It will only display claims/complaints that have been made since the service launched.

    Why have you sent me multiple text messages about my complaint?

    If you’ve submitted more than one complaint you’ll receive a text for each, including a unique reference number, so you can check the status of each complaint individually.

    Why have you sent me a text about Barclays Track It?

    To inform you of and give you access to the new Barclays Track It service.

    Why has a decision not been made on my case yet?

    We are working hard to resolve all complaints as soon as possible and will contact you directly at each stage as your complaint is processed. These are the stages:

    1. We will acknowledge your initial complaint in writing within 5 days of its receipt
    2. We will then contact you directly within 8 weeks with a decision based on the case information
    3. If we offer you a refund we’ll then make sure that you're paid within 28 days of accepting our offer

  • Mortgage application

    What is the procedure once I’ve applied for a mortgage?

    After you've submitted your mortgage application, one of our underwriters will assess your case and confirm any further requirements.

    As part of the underwriting process, we’ll need a valuation or revaluation of the property you want to buy. This is normally carried out by one of our surveyors, who will arrange it directly with you. Once the valuation has been completed and all lending criteria are satisfied, we'll send you an offer letter.

    This process typically takes 5 working days.

    For a more detailed guide to the mortgage process, please visit Mortgages.

    Why does Barclays Track It show an error message saying my mortgage application is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. Please ensure you use the home postcode that we have on file. It's also possible that your application tracking record may have expired. Please re-enter your Case Reference Number and postcode. If you're still having problems, please contact your mortgage adviser.

    How do I contact you about my mortgage application?

    Please call us on 0800 022 4022.

  • Mortgage redemption

    What steps in the redemption process can I follow in Barclays Track It?

    After you submit your request to repay your mortgage, we'll send you a copy of the redemption statement with a balance based on your intended repayment date.

    Provided we receive your full payment by the intended repayment date, we'll close your account and arrange for the legal charge on your property to be released. It's usually released within 5 days from receipt of payment. If you’re not able to fully repay your mortgage, we’ll contact you again as we won't be able to release our legal charge.

    How do I contact you about the redemption of my mortgage in Barclays Track It?

    Please call us on 0800 022 4022.

    Why do I get an error in Barclays Track It saying my redemption application is not available to view?

    You may have entered an incorrect Case Reference Number or an incorrect postcode. The postcode you need to use is the home postcode we have on file for you. It's also possible that your application tracking record may have expired. Please re-enter your Case Reference Number and postcode. If you're still having problems, please call us on 0800 022 4022.

  • Bereavement

    What is a grant of probate?

    Probate is a commonly used term when talking about applying for the right to deal with a deceased person's affairs or administering their estate. Different terms are often used, depending on whether or not the deceased person left a will and where they lived.

    If they leave a will

    One or more executor may be named in the will to administer the estate. Each executor must apply for a grant of probate from a court’s probate registry. This is a legal document that confirms that they have the authority to deal with the deceased person's assets. They can use it to show they have the right to access funds, sort out finances and collect and share out property, money and possessions as set out in the will.

    If they don’t leave a will

    A close relative can apply for a grant of letters of administration from the probate registry. If it is given, they become the estate’s administrator. Like the grant of probate, this is a legal document confirming the administrator's authority to deal with the deceased person's assets.

    In some cases – for example, where the person who benefits is a child – the law states that more than 1 person must act as an administrator. In England, Wales and Northern Ireland, the laws of intestacy apply and the person who will inherit the estate is the next of kin. In Scotland, the Rights of Succession apply.

    What is a will?

    A will is a legal declaration in which someone names 1 or more people they want to have manage their estate after their death, and declares to whom they want to give their property, money and possessions.

    To be legally valid, it must be formally witnessed and signed by 2 people who are not receiving anything in the will.

    What is intestacy?

    An intestate person is someone who dies without leaving a legally valid will. The rules of intestacy govern how their estate is shared out.

    Under these rules, only a spouse or civil partner and some other close relatives can receive any inheritance.

    If someone has a will that isn’t legally valid, the intestacy rules supersede their wishes expressed in the will.

    Download an explanation of how estates are divided if there isn't a will.

    What are letters of administration?

    Letters of administration are granted by a probate registry. They appoint appropriate people to deal with a deceased person's estate under intestacy rules or where there are no executors able to act under the deceased's will.