Frequently asked questions | Barclays Intermediaries

Simply click on the ‘Register’ option at the top of this page to register with us, you can also watch this video to find out more about registering. We’ll give you more details about working with us and then you can fill in the online registration form.

You can ask for your account to be unlocked in the ‘Intermediary hub password support’ section of the Help and support menu at the top of this page.

Instead of having to remember your registration number, you can add a username to your profile. You can use this username and your password to log in to the Intermediary hub, use the ‘Log in’ button at the top of this page to get started.

Once you’re logged in, go to the dropdown arrow next to your name at the top right of the homepage, where you’ll see the option to ‘Change Password’ – click here to change your username or password.

For security reasons, we send a copy of your clients’ Product Transfer offer to your Secure Mail account. You can log in to your Secure Mail account by clicking on the link at the bottom of this page. If you can’t get into your mail account, this might be because your account has been inactive for 90 days, so you’ll need to reset your password.

You can find information on how to do this by selecting ‘Intermediary hub password support’ in the Help and support section at the top of this page.

The quickest way to reset your Secure Mail password is to log into the Intermediary hub and contact our Live Chat team.

If you want to give your clients advice about an existing Barclays mortgage, you can see their mortgage details under ‘Customer information’ in the Contact us section of the Intermediary hub.

Select ‘My Requests’ to view client information we’ve sent already.

If you’re thinking of applying for a product transfer, choose this option when making your mortgage details information request so that product transfer application is pre-filled.

Our intermediary support team is available by phone or Live Chat to answer policy, product, or process-related questions before you submit a case.

If needed, they can also pass your questions on to a member of our senior underwriting team if your enquiry requires this. Check the ‘Contact us’ section at the top of this page for details and opening times.

Get in touch with our support team using the ‘Contact Us’ section at the top of this page. Our technical specialists can help with any technical questions you may have.

Product transfer offers are sent by Secure Mail. The quickest way to get support if you’re having a problem seeing your rate switch offers, is to log in to the Intermediary hub and send a message to our Live Chat team.

If you are no longer continuing with a case, contact our intermediary support team by phone or Live Chat to ask them to cancel the case and stop any further contact from our underwriting or case management teams.

To make changes on an application, you can fill in the relevant sections on our ‘Mortgage application change form’. You can find it in ‘useful documents’ at the top of this page under ‘packaging documents and forms’. Simply attach the completed form to the case so that our underwriting team can review it.

Please note that some changes, such as changes that need a credit or debit card payment, will need to be submitted in the application system – these scenarios are explained in the form.

The quickest way to get an update on a case is to use the 'case tracking’ feature in the Intermediary hub. You can send a message to our Live Chat team if you have any further questions on the case.

A transcript of each Live Chat conversation in the Intermediary hub is automatically recorded and available in the Live Chat tab under ‘Live Chat history’. To offer brokers a consistent service across our contact channels, we now have a single intermediary support team based in the UK, so whether you contact us by phone or Live Chat, you’ll get through to the same team.