Barclays Bank is facing backlash from its customers due to significant IT outages experienced starting January 31, 2025, which coincided with payday for many and the deadline for self-assessment tax returns to HMRC. The outage has rendered several customers unable to access their accounts, complete important transactions, or even pay their bills, sparking widespread frustration.
According to reports, the problems continue to affect hundreds, with customers expressing their distress on social media. One customer stated, "Due to you Barclays I’m left without money had a food shop due for delivery this morning which now will get cancelled, leave my four kids with no food it’s a joke as (it is) my money." Another lamented, "How can I eat and keep warm if I can’t get to my funds?" This mirrors the struggles of others who have been impacted, with stories surfacing about families unable to move homes and parents unable to buy basic necessities due to unavailability of funds.
Barclays reported on its website and several outlets pointed out the extent of the issue, with more than 4,000 outage reports logged on the website Down Detector since the problems started. Customers have described feeling the urgency of the situation; one mother recounted being unable to purchase milk for her baby, adding, "My four-month-old is out of milk powder and screaming for a feed and I still haven't been paid. I've been in tears for hours." Stories like this highlight the disastrous personal impacts of such widespread banking issues.
Adding to the complexity of the scenario, the IT problems arrived just as many customers were scrambling to submit their self-assessment tax returns to HMRC before the midnight deadline. Thankfully, HMRC clarified right away, ensuring customers affected by the outage would not face penalties for being late. An HMRC spokesperson stated, “We’re aware of the issues with Barclays bank and are working closely with them to minimize any impact on Self Assessment customers. Late payment penalties don’t apply until 1st March, so today’s issues will not result in penalties.” This clear communication was welcomed by those on edge about potential fines.
For those filing returns, HMRC reassured customers through statements both online and offline, indicating their systems remained fully operational and they hadn’t stopped processing returns. They emphasized they were equipped to handle such inquiries and were cooperating with Barclays to limit discretion of penalties for self-assessment customers affected by the outage. “Customers’ reasons for not paying their tax bill or arranging payment plans by the deadline will be considered individually. While customers who provide HMRC with a reasonable excuse may avoid penalties, those without reasonable excuse face the potential for financial fines,” they added.
Meanwhile, Barclays issued multiple apologies as reports of the outages surged. “We’re incredibly sorry for the technical issues impacting our customers’ accounts,” said one spokesperson. The bank encouraged customers not to try and make payments again until the problems are rectified and confirmed customers could still access their accounts, such as withdrawing cash or using cards for purchases. They reiterated, “We will work diligently to resolve the issues and will notify our customers once they’re fixed. We will also guarantee no impacted customer is left out of pocket.”
Despite these promises, many remain skeptical about how effectively the bank can handle the crisis. The uncertainty surrounding the glitches raised questions about the banking industry's resilience, prompting discussions about the need for more reliable digital infrastructure. Dan Card from BCS, the Chartered Institute for IT, commented on the situation: “Once again this goes to show how cyber-security and digital resilience are tightly integrated within our lives.”
While the technical issues are currently being addressed, the broader concern remains how banks will adapt to prevent such events from recurring. Following this incident, many customers are now demanding greater transparency and assurance from financial institutions to protect themselves against future outages.
The impact of the Barclays outage remains to be fully assessed as customers continue to navigate the aftermath, with many keeping their eyes on the well-being of their finances. With tax deadlines looming and families facing day-to-day struggles, it is imperative for the bank to act swiftly and decisively to regain customer trust. The situation highlights the delicate balance between technology reliance and service reliability—an ever-growing concern within the increasingly digital world of modern banking.