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Give us another try, Barclays urges stockbroker clients

Barclays urges customers to give new Smart Investor trading platform one more try, after launch sparks scores of complaints.

Give us another try, Barclays urges stockbroker clients

Barclays has urged customers to give its new Smart Investor trading platform one more try, after its launch over the August bank holiday weekend sparked scores of complaints from customers who said they were unable to log in.

Barclays customers took to a Citywire Money forum last week to air their complaints about the new website, which combines the Barclays Stockbrokers trading platform with online banking.

A number said they had not received their membership number and password, while others received error codes when they tried to access their accounts. Customers then ran into further frustrations when they tried the helpline and were faced with queues ranging from 40 minutes to two hours. The new website’s ‘Live Chat’ function was also down.

Others were unhappy about the new look and feel of the Smart Investor website, claiming they were unable to see daily price changes and access contract notes on Barclays Cloud.

Alastair Thaw, a director at Smart Investor, urged customers who were unhappy with the new Smart Investor trading platform to give it one more try.

‘My encouragement would be to come and try the platform. You are now on it: try it once, understand the changes and get comfortable. All of the component parts that you enjoyed are still there - bar a couple. I think the look and feel is better for most investors,’ he told Citywire Money.

Contrary to complaints that users were unable to access a number of much-loved functions, Thaw said the ‘full research capability’ previously available on Barclays Stockbrokers could be accessed on Smart Investor via the ‘Investment’ or ‘Research Centre’ sections of the website. This includes RNS news feeds, director deals and daily price movements.

'The look and feel is different to Barclays Stockbrokers, but having said that the heart is the same,' he added.

Thaw was keen to point out that Smart Investor has the same dealing engine and focus on 'execution quality' (a reference to the speed and cost of placing trades) as its forerunner, Barclays Stockbrokers.

From the end of September, the bank plans to add more fund-focused research and make further amendments to the website; Thaw said these would be in line with client feedback.

Attracting new investors

Thaw said 'extensive testing' had been carried out with new and existing customers prior to the launch of Smart Investor. Close to 34,000 Barclays Stockbrokers customers moved over to Smart Investor in March, followed by the remaining 200,000 over the August bank holiday weekend.

'We have modified the look and feel of the site to better cater for a broader customer-base,' he added

Barclays is hoping to attract more 'buy and hold' fund-focused investors with the new platform and charging structure. Thaw said it was not the bank's intention to alienate 'active trader' customers, who trade shares regularly. The tools that this type of client might want were still available, he added.

'We have a full range of research available, order types and the same RSP (retail service provider) model, which sources the best price in the market - overlaid by our price improver,' he added.

Changes to charges

As part of the overhaul, Barclays Smart Investor introduced a new charging structure. Users now pay 0.2% on the money held in funds and 0.1% on other investments, such as stocks and shares or investment trusts. There is a minimum fee of £4 per month and a maximum fee of £125 per month.

Although its balance-based fees are less than the 0.35% administration charge investors in funds previously paid, they are accompanied by an online transaction fee that fund investors have not paid before.

Investors will now pay £3 each time they buy and sell a fund and £6 for other investments such as shares, investment trusts and exchange-traded funds (ETFs). All automated regular investments will cost £1.

Under the new tariff, customers who prefer to use the phone will be charged a transaction fee of £25.

Additionally, the bank has lowered the overall maximum charge for from £1,749 to £1,500 a year.

For existing Barclays Stockbrokers clients who transferred to Smart Investor, an existing charging cap of £200 per annum for share, investment trust and ETF trades would be in place for at least the next three years, Thaw said.

The director views the 0.2% custody charge and £3 dealing charge for funds as competitive. He added that the £6 dealing charge for shares, investment trusts and ETFs was a simpler structure. The previous tariff involved a scale of charges, based on how often customers traded each month.

For any clients looking into how charges will work out under the new structure, Thaw advised them to use the 'cost calculator' function, which is available on the website. He said much would come down to the mix of investments in the portfolio and dealing frequency.

Customers who were unable to access their accounts online have been offered an online fee tariff for all trades made over the telephone - an offer that is still in place.

Barclays had written to customers to provide advanced notice of the planned changes and offered them the option to leave free of charge. Some clients who have chosen to leave have complained of delays to this process.

'Nobody was unable to trade on their accounts since migration,' Thaw said.

'In some cases there were frustrations for customers accessing their online accounts, but many tens of thousands got in and traded.'

Thaw said the bank was putting additional resources in place to 'make sure transfers are expedited as rapidly as possible'.

Barclays Stockbrokers is the third largest online investment broker, after Hargreaves Lansdown and the recently combined Interactive Investor and TD Direct Investing.

51 comments so far. Why not have your say?


Sep 06, 2017 at 16:26

If Barclays was wanting more 'buy & hold' fund-focused investors then why annoy exactly those people by not linking family holdings?

We are still very angry with Barclays & their hopeless new 'Smart Investor' offering & will be leaving if it doesn't improve measurably and once the queues of unhappy investors who have decided to move have abated.

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Michael Linham

Sep 06, 2017 at 16:45

Maybe the words Cuckoo Cloud and Land come to mind....

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Captain Chaos via mobile

Sep 06, 2017 at 16:48

To quote Mandy Rice-Davies "He would say that wouldn't he". Well Mr Thaw you may be surprised to know that having tried it most most of us don't like it and it's more than a little insulting if you think we are criticising without first trying it out.

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Christ doom bar

Sep 06, 2017 at 16:53

Smart it is not. No linking of accounts,no live price changes and have you seen the new contract notes. Sad to see an esteemed company like Barclays get it so wrong. Clearly not back tested. Thaw get you C V ready. We are moving 5 accounts after 40 years

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Satish Singh via mobile

Sep 06, 2017 at 16:59

Barclays smart invester is a disaster and user unfriendly.

I have been a Barclays Stockbroker client for nearly 20 years and was very happy with their website. I am looking to move my biggish portfolio to one of the others.

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Law Man

Sep 06, 2017 at 17:06

Why do companies make changes without first testing the system, and consulting users of it? It is as though the company instructs some marketing whiz to redesign the site without regard to function.

Recently we have had:

(1) FE Trustnet: in fairness, many changes are for good, and FET responded very promptly accepting criticisms.

(2) Investors' Chronicle: terrible consequences of change; and no admission of responsibility. I wrote a polite e-Mail to the editor listing areas for change, which was not even acknowledged.

Citywire - if ever you contemplate changes, take note!

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Captain Chaos via mobile

Sep 06, 2017 at 17:08

To quote Mandy Rice-Davies "He would say that wouldn't he". Well Mr Thaw you may be surprised to know that having tried it most most of us don't like it and it's more than a little insulting if you think we are criticising without first trying it out.

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Sep 06, 2017 at 17:14

One of the joys of the digital world is web analytics - you can study how your clients use your website; how they navigate around it; what they look at; and how often. So there is simply no excuse for revamping a website and being so wide of the mark on what your customers want and need.

"Extensive testing" my a*s*!

After 8 days I've "tried the platform" a great many times - indeed, as I keep being randomly booted out of it, I've logged in far more times than I care to remember - I have concluded it is utterly dysfunctional.

So jolly good luck attracting your "broader customer base" Alastair. I'm off to broaden AJBell's.

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stefano episcopo

Sep 06, 2017 at 17:16

Still trying to contact barclays . Unsuccessfu lafter 8 days of trying. Message on their phone line a 40 minute wait till an agent is free (untrue waited 1.45 minutes with no reply) How can I stay with them when I can not even contact them/ Do not know how to access my previous records. I tried to create a virtual portfolio which I think is called 'watchlist' could not find ticker IUKD to add although on the same page in Search" found it. However it is inaccurate prices at the end of the day vary enormously with closing price. Useless!!

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janet alexander

Sep 06, 2017 at 17:18

i am hanging in there but i am sooooo disappointed in the new site. i have lost all my set up watchlists i used to track shares and ishares and ITs , taking the prices at the end of each week for my own spreadsheets. i also cannot see how shares in my accounts have changed in the day

i dont want to open my bank account pages 3 times a day and have them open while i try to trade

the accounts i ran for my daughters are no longer linked

it seems to be a banking site not a brokers site

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Anthony Tinslay

Sep 06, 2017 at 18:01

Since it started I have logged on each day without a problem - that is until yesterday and now for two days seem to have been frozen out of my account. All I see when logging on to On Line Banking is a message saying "As you have not logged on for quite a while, for your security we have logged you out. Wonderful service!!!

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Gordon Russell

Sep 06, 2017 at 18:43

"Nobody was prevented from trading since the new Smart Investor went live " .

What a load of cock ! Is this guy smoking dope ?

I still don't have an account no , or password / Pin to access the new account . They know that and they are doing nothing to rectify their problem .

It is not an option to sit on the phone for ages in the hope of getting someone to answer .

So I have had no access at all since it went live , and I now have to be subjected to weeks / months of transition moving my significant investment accounts to another platform .

The top management of the former Barclays Stockbrokers should be fired for their utter incompetence .

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Sep 06, 2017 at 18:56

I have not yet commented on new platform because it takes me some time to understand and master. However my big beef is about an unfinished transfer of a Pensions trading account from B's to AJBell (Barclays decision) which was not completed before Smart Investor introduced. I have been left in limbo - cost to me c. £7k . Got an email today about my complaint - ''expect an answer by Oct 4th (ABOUT 1 MONTH !) The inability to contact / email them has been the real frustration..... buy H-L shares !

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MGWB via mobile

Sep 06, 2017 at 19:13

Having struggled for a week at least the staff I have spoken to have been helpful and put right all the issues I had. Overall disappointing but not looking to move my quite large portfolio yet as IMHO the other online providers are just as hard work and do not have staff who put things right so effectively. But we shall see...

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Stephen B.

Sep 06, 2017 at 19:14

"Barclays Stockbrokers is the third largest online investment broker,"

I think "is" should be "was" ... personally the basic problem is the annual fee, unless they revert to something sane in the near future I'll leave, period.

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Stephen B.

Sep 06, 2017 at 19:18

"Citywire - if ever you contemplate changes, take note!"

Errm, I find citywire so poor it's hard to imagine a change making it worse - e.g. I can't comment on any of the investment trust articles because my login doesn't work on that part of the site, and the regular email updates I used to get have all vanished.

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Sep 06, 2017 at 19:20

I am not pleased with the new website..and communication with Barclays is just about log in to two they are losing a lot of trades..

Hl must be very pleased about this..suggest Barclays say sorry and roll back the old site with a bit of compensation for everyone for causing so much trouble

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Sep 06, 2017 at 19:45

An unbelievable own goal. I found out (after 1.5 hrs waiting on the phone!) that you didn't get a Customer Number to login with if you had a Barclays bank account of some sort as well as a stockbroker account. I didn't think I had one but they have bought the Sainsburys bank and I had a few quid in there. Absolute madeness. Now I have logged in the site is dreadful Designed by a 22yr old who loves Facebook. It is a toy-town investment site - not built for grown-ups at all. They haven't even bothered to give you access to older transactions from the past. And there's no way I can see to download a csv file to import into your own system. Jeez, I'm puttin' everything elsewhere from now on and will drain and close my accounts asap. Absolute nutters. Total 'Barkers'. And of course, total 'Bankers'.

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Martin Swiftt

Sep 06, 2017 at 20:12

Is this deliberate self distruction by Barclays or do they think customers will put up with this level of service!

I have been an ISA customer for nearly 20 years and was disappointed when the new charges were first highlighted. Attempts at discussing this with staff were a waste of time. When I eventually decided enough was enough and phoned them to say I was off to HL and could they note that on my record I was told no need to do that. We will react once we have received instruction from HL. They now seem to be on a go slow in doing the transfer.... Are they sulking?

I have left my partners smaller portfolio with Barclays for the moment, but I am not impressed with the look. They advertised it as being an improved service. It looks like a poor attempt to me. Such a shame after being a loyal customer for so long.

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David Dewar

Sep 06, 2017 at 20:13

THis is not nearly as good a site as previously. Too many pages when one would do.

What I want is a Stockbroker not a bank that wants me to bank with them.

They did not even carry over all previous information which makes a portfolio performance look silly. Will stick with it for one month to see of changes are made.

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Sep 06, 2017 at 20:15

what an absolute mess. It doesn't seem possible to access the essential pages from the old BSL site such as - News items , pricing data , director deals / major shareholders. How can you be expected to make informed decisions about new investments when you can't access the old info?

Lets go back to the old system, or go elsewhere.

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Freddie the Sheep

Sep 06, 2017 at 20:19

What a load of Bull S..t, does this man have any idea what he is talking about?

I have £1.4 m invested in ISA and MM accounts for my wife and I. It IS IMPOSSIBLE to trade if you can see the current price at a glance. Furthermore I have been a Barclays current account holder since 1973 and I can't transfer dividends from the stockbroking account to my current account ( the page is just blank). Im told that if I try to move to an atlernative broker, I will no internet access to my funds for some 12 weeks. Im at a complete loss at what to do, I need access to the dividend income stream.

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Jay Mi

Sep 06, 2017 at 20:25

"You are now on it: try it once, understand the changes and get comfortable."

I know i'm on it.

Try it once. I've period it many times and it hasn't grown on me.

Understand the changes. I don't. Reduced functionality. Much more extra clicking to move around the site.

Random logging out. Wrong prices. Competitive pricing? Cheaper share dealing yes. But funds. Cheaper elsewhere.

I'll get comfortable elsewhere.

You shouldn't need to go to the research centre to view an RNS, it should be on the main site when you wither click on your holding or do a share search on the invest section.

The fund research when implemented, I hope is similar to the old search feature. (This should of been ready on transfer)

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Davy K via mobile

Sep 06, 2017 at 21:17

Huge own goal from Barclays Stockbrokers to move to this Smart Investor platform! Waited over an hour each day to talk to someone without success! The new site is worse than before and customers will leave in droves to Hargreaves Lansdown! Barclays simply admit your error and go back to the original platform! Heads should roll for this PR disaster.

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Eileen Abell

Sep 06, 2017 at 23:17

Mickey Mouse teenager designed site - amateurish and absolutely appalling! Have to open another page/login again to get "Research" which info used to be one click from there on the share you were dealing, etc with all the distraction of being on a live online banking site (I have never held a Barclays Bank account) and stress of short time-outs which they always engender. Also astonished to see wrong prices quoted at close of market! The Dumbinvestor site is a complete disaster and I shall be moving my share portfolio to another online stockbroker asap.

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Carl Hammonds

Sep 07, 2017 at 06:18

One of the simplest things Barcays could done to stop all this crap would have been to offer SI on the iPAD or android platforms like Internet Banking.

I hate having to fiddle about with card readers whilst on the move.

They are suppose to make things easier not harder.

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Paul Gamble via mobile

Sep 07, 2017 at 07:24

All I have seen so far has been an absolute slating of dumb investor, which is valid as far as my experience goes. Out of interest has anyone got anything positive to say?

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Sep 07, 2017 at 07:53

Campaign for move back to old platform. Have they never heard "if it ain't broke don't fix it"

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Sep 07, 2017 at 07:57

Readers without viable accounts on 'Smart Investor' - will not be surprised to learn that despite the fact that I closed & removed my 3 accounts from the old system between May and July this year Barclays has opened new accounts for me on 'Smart' Investor - without any authorisation, permission, or verification !!!!!!! I have served a letter of repudiation on Alistair Thaw - without response - so I have now also served a notice of criminal conduct by Barclays to the FCA. Opening unauthorised accounts breaches several laws as well as the FCA 'regulations'. The FCA don't deal with individuals but they do receive info on conduct by 'authorised ' companies. I won't hold my breath but at least I shall have exhausted those avenues before the next steps - the police and my MP.

Barclays 'systems' - like those of most large banks - are an incredible mess in IT terms ( I once had a very fruitful chat with a software engineer in Egypt who was working on Barclays systems which opened my eyes on that topic)

But the underlying causes of the present shambles seem to be simple management incomptence, dishonesty and greed - they don't just lie to clients, they lie to each other !

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Trevor D

Sep 07, 2017 at 08:07

Putting aside how much I hate the new Barclays website and the lack of customer service, both HL and II are now larger and (for me, at any rate) cheaper with far superior websites. The only reason I have not yet moved my own large portfolio is the uncertainty of how long my account will be frozen during the transfer process. But the exodus from Barclays appears to be so great, and will no doubt gain steam from Barclay's continuing inefficiency and arrogance, that they will end up as a considerably smaller player. At some point, Barclays could then decide to sell on their stockbroking interests to any third party that will take them. That is a risk I am not prepared to take.

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Sep 07, 2017 at 09:47

Actually some of us cant access our accounts still... so the statement that we can "see it" is not correct.

Also I cant trade. To trade i need an accurate picture of my holdings, I cant get that over the phone in real time. I cant access my account history over the phone. Sure I can phone up and fire in an order, but without account context it is a dangerous thing to do.

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michael fesler

Sep 07, 2017 at 09:53

this new site is abysmal. I have been on it many times, get randomly logged out, it doesn't even comprise the information i need most [daily change]. Haven't seen any good comments yet - we need to lobby Barclays to go back to the old site.

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Robink via mobile

Sep 07, 2017 at 11:15

So on the BSI site looking at potential fund purchase - little or no info price etc as before with BSB Even worse when looking to buy shares 'no eligible account found! None of your BSI sccounts can be used for new orders!! Even though I'm in my account doh!!

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Tim Dr

Sep 07, 2017 at 12:09

Meanwhile, I am still waiting for Smart Investor to deliver several hundred pounds worth of Dividends, that have failed to appear since the 'Switch over'.

Hate the new site as much as everyone else. It was entirely satisfactory for many years & didn't need "improving" - idiots!! :-(

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William Phillips

Sep 07, 2017 at 13:49

Words to dread on the internet:

'We're launching a new-look website to give you a fresher, faster browsing experience!'

99.44% of all known change is for the worse.

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Sep 07, 2017 at 18:01

I have given them another try and managed to do a trade but the

System is difficult to understand and so must be improved

A lot..the old site was so good in comparison

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Sep 07, 2017 at 18:15

Logged on to get portfolio value, went to analyse to check certain shares noticed portfolio value changed , this is at17.50, it seemed to alter every time I moved to different part of website. Came out logged in again ,different figure again. All very strange. Phoned help desk got a nice lady giving me button options but no matter which one I pressed took me back to nice lady who repeated same message. Am I doing something wrong, ????

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Garth Nicholson

Sep 09, 2017 at 10:01

It must have been a major undertaking to transfer 200,000 to a new platform so some teething problems would have been expected. This may have been acceptable if the new platform was noticeably better but unfortunately it is far worse and it's basic concept of loads of white space with very little content probably means that it will not improve to an acceptable standard. As for the charges if the platform was as good as the hype led us to believe (exciting??) then the new charges may have been almost acceptable, but as it is - no way.

Is there even the remotest chance that Barclays might polish up the old platform and then revert us to it? I would think not as the new one must have cost a fortune and to do so would be to admit Corporate guilt and then heads would roll - as they should be doing now. A great shame as the old platform was very usable.

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John Brandler

Sep 09, 2017 at 10:20

How much are the people at Barclays being paid by their compeditors to sabatage Barclays good name -0 I forgot , Barclays dont have one! Complain to the Ombudsman - it COSTS thgem hundreds of pounds a complaint , Cjharge them for your time on the phone. They's STILL get their bonus's which would fund some aftrican countries despite this fiasco - You lose money , YOU waste time & they get a bonus for failure

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Stephen B.

Sep 09, 2017 at 10:27

The web site design is the same as the banking site - that's been in place for several years so I assume no intention of changing it. On the question of whether they may backtrack - I would think not, this has gone too far and most of the disgruntled customers have already left or will leave anyway, at best they'll fix specific things like flagging dividends as corporate actions or direct clicks to research.

I think the bigger issue is that they no longer seem to be trying to be a full-service stockbroker at all, this seems to be aimed at Barclays current account holders with investments mainly in unit trusts that allows them to include the odd investment trust or share on the side. I assume that IFAs don't use Barclays and anyone who does independent research probably won't go there either, so basically just people who go into their branch to ask about investments.

Given that their underlying trading system seems quite good perhaps they should provide it as a white label service to other brokers, it would be a shame if it just withers away.

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Gordon Russell

Sep 09, 2017 at 10:46

I still have no logon details for the new SI system and cannot access my online account . Cant check dividend payments received and cant place any online trades . Cant phone them either because of the long waiting times on telephone access .

So I tried the new Chat service and this got me in touch with Barclays within 2 mins , and a very helpful guy has helped me lots . Still not got online access but maybe something is now starting in that direction .

I liked the new Chat service.

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Sep 09, 2017 at 11:31

further to my previous 6/9 10.15 comment out of frustration I managed to eventually speak to a lady, who sympathetically dealt with my problem.

You can access the old info, not on your own account page, but by going to Surely its better to have it under one roof so to speak, and as one previous comment says there is too much white blanks on the pages, lets have it more concise, and all within grasp please.

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Mike via mobile

Sep 09, 2017 at 13:31

I have moved out 600k as my fixed yearly fee on an ISA would rise from £30 to £200 per year. What a joke for a charging structure.

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Sep 11, 2017 at 13:32

Surely there should be an inquiry by the Financial Ombudsman with a view to proper compensation for all customers denied proper service due to Barclay’s ineptitude.

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James the first

Sep 11, 2017 at 15:45

I was perfectly happy with the old format. Can anyone tell me if I am allowed to just stay on it if I decide to do nothing to do nothing?? If I am FORCED to move onto the new format, then I might just choose to leave instead.

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James the first

Sep 11, 2017 at 15:49

See above. I may have put the above comment in the in-correct place. Can anyone answer it for me. If not, then how about Barclays itself chipping in to answer many of these unhappy people. Haven't read a good comment yet!

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Jay Mi

Sep 11, 2017 at 15:50

You're stuck on the new format James the first.

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John Brandler

Sep 11, 2017 at 16:22

They don't want small investors , they don't want to throw you out ( their old policy) they want you to leave. Small investors ask questions and Large ones just "write it off as its not their money" its the old 80/20 rule that 80% of income comes from 20 of clients - so they are dumping the non 20% . But so thee is no compensation - they make YOU want to leave Them ! like fixing a divorce really !

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Eileen Abell

Sep 11, 2017 at 23:08

I am disgusted by Barclays lack of response to the overwhelming dislike of their new site by a huge majority of their clients. I have yet to receive replies to any of my direct emails to them (surprised they didn't bounce them, so presume they received them). Last night it took me ages with my Sherlock Holmes hat on to figure out just how to withdraw funds - so much for the too-large white-out screens and the brilliant new design so vaunted by them. Where are the press statements eh? Where is the FCA's response? Do we have no way to redress this travesty?

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Stephen B.

Sep 11, 2017 at 23:25

I suspect they're trying to decide what to do - large companies aren't known for moving quickly. Unfortunately there's no redress for badly-designed web sites - there could be for people who've been unable to trade or who have their portfolios frozen for an unreasonable time in a transfer, but that sort of thing will take a long time to resolve.

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Sep 20, 2017 at 08:30

What an unmitigating disaster!!

Barclays kicked one of my accounts off because it is a SIPP account with another company and Barclays don't want such accounts, nor do they want customers to trade internationally, nor do they want customers to trade for their family members etc.

I told them where I was moving to long before their end of July cutoff date and I thought I would let my other accounts stay to see the new service. During August I made many calls to Barclays over the slowness of the transfer process - for example, in 2015 I had to move broker accounts from Sucden to ADM and it only took overnight for a complete and smooth transfer - I phoned Barclays yesterday after returning from holiday to be told they they were only aware of my transfer request on 6th September and that transfer is unlikely before 1st Nov!!! 5 months compared to one day with decent brokers!!

Also yesterday, my 1st try at using the new site, only one of my accounts is shown and on speaking to them I'm told that the other account will be available but no timescale given.

Also what an appalling site. Its not a stockbroker site but primarily a bank site and with difficulty and several clicks through bank web pages the stockbroking site appears.

Also I now appear to have some 3 or 4 Barclays bank accounts, none of which have been requested and none will ever be used. I wonder if the automatic issuing of bank accounts was done to falsely boost Barclays banking customer base?

Are others shorting Barclays share price?

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