At Barclays, we are dedicated to enhancing your broker experience. We are thrilled to announce the expansion of our live chat mortgage experts’ team and to introduce the option of referring brokers to Underwriters for new and intricate cases that cannot be resolved through live chat alone.
You are important to us and your feedback matters. We understand that at times, your experience communicating with us has been inconsistent and frustrating, which is why we are embarking on a journey with you to improve our case communications and the consistency of the support you receive from us.
We’re expanding our team of mortgage experts!
We have expanded our team of mortgage experts into Glasgow. This team will complement our existing live chat teams in Liverpool and Sunderland, using their extensive knowledge to provide you with swifter case communication and consistency in the quality of responses. Delivering an outstanding Live Chat experience.
And it’s working already! Over the last month you have rated the service 4.7 out of 5 stars.
You can access Live Chat from the intermediary hub.
Have you got a new case that you can’t place?
We are now able to refer you directly to an underwriter if you have queries about a new or complex case, that our live chat or telephone support teams cannot fully resolve. They will be on hand to either resolve in the moment or call you and discuss complex or borderline cases, giving you additional confidence when submitting a new application.
These two changes will give you the extra support and expertise you need to access information and progress with your applications more easily.
Looking Ahead
We hope you have already felt a positive impact, but this is just the beginning. We are determined to bring you on this journey of improvement with us and are committed to keeping you informed every step of the way. Your feedback is always welcome and will be pivotal for this to be a successful partnership.
Watch this space for further details and updates on enhancements to our services, ensuring they consistently meet and exceed your expectations.