January to June 2023
January to June 2023 (H1 2023)
Following decreases over recent years, Barclays UK complaint volumes have increased during the first half of 2023. We are one of the largest financial service providers in the UK, so it makes sense to look at the numbers in the context of our size. For example, in the home finance category, we received 10 per cent fewer complaints per 1,000 accounts than in H2 2022. We remain absolutely committed to delivering excellent customer experiences and exceeding what our customers expect from their bank.
The Data Explained
The complaint tables below provide a breakdown of all complaints made to Barclays between January to June 2023.
The complaints data is segmented across the six FCA product categories. The FCA also require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the six categories in the first column of each table (labelled ‘Provision’). Barclays Bank UK PLC has 36 million accounts and Barclays Bank PLC has over 1.7 million accounts within the Banking category. This includes all current and savings accounts, as well as credit cards.
In the last column of each table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as ‘general administration and customer service’, which includes areas such as delays and bank errors.
Barclays Bank UK PLC
Firm name: Barclays Bank UK PLC (BBUKPLC)
Other firms included in this report (if any): Barclays Insurance Services Company Ltd, Barclays Investment Solutions Ltd, Clydesdale Financial Services Ltd and Barclays Asset Management Ltd.
Brands/trading names covered: Barclays Bank UK Plc., Barclaycard, Barclays Wealth, Smart Investor ,Barclays Business Bank, Barclays Partner Finance and Wealth Management
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 3 days (%) | Complaints closed > 3 Days but within 8 weeks (%) |
Upheld (%) |
Main Cause of Complaints opened | |
Banking and Credit Cards |
2.88 |
|
104,226 |
102,566 |
65% |
31% |
66% |
General admin / customer service |
Home Finance |
11.07 |
|
9,972 |
10,286 |
46% |
38% |
75% |
General admin / customer service |
Insurance and Pure Protection |
1.35 |
|
784 |
793 |
50% |
37% |
15% |
Advising, selling and arranging |
Decumulation and Pensions |
|
2.88 |
46 |
54 |
54% |
24% |
35% |
General admin / customer service |
Investments |
0.00 |
|
908 |
1,204 |
43% |
30% |
57% |
General admin / customer service |
Credit Related |
1.63 |
|
4,535 |
5,245 |
42% |
32% |
42% |
General admin / customer service |
Total |
|
|
120,471 |
120,148 |
62% |
32% |
65% |
|
Barclays Bank PLC
Firm name: Barclays Bank PLC (BBPLC)
Brands/trading names covered: Barclays Bank PLC, Barclays Corporate Bank and Barclays Private Bank.
Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened |
Number of complaints closed |
Complaints closed within 3 days (%) | Complaints closed > 3 Days but within 8 weeks (%) |
Upheld (%) |
Main Cause of Complaints opened | |
Banking and Credit Cards |
6.93 |
|
8,679 |
8,298 |
76% |
20% |
68% |
General admin / customer service |
Home Finance |
7.04 |
|
6 |
4 |
25% |
50% |
25% |
General admin / customer service |
Insurance and Pure Protection |
|
|
1 |
1 | - |
100% |
- |
Information, sums/ charges or product performance |
Decumulation and Pensions |
|
|
35 |
26 | 42% | 23% | 58% | General admin / customer service |
Investments |
2.02 |
|
957 |
646 |
34% |
31% |
59% |
General admin / customer service |
Credit Related |
16.6 |
|
8 |
8 |
13% |
13% |
88% |
General admin / customer service |
Total |
5.6 |
|
9,686 |
8,983 |
72% |
21% |
68% |
General admin / customer service |
Glossary
The following definitions have been used in assembling this data.
Definitions
Provision
The number of complaints per 1,000 accounts or insurance policies a firm maintains for customers at reporting period end date (1st January 2023 to 30th June 2023)
Intermediation
The number of complaints per 1,000 sales, or transactions for customers with reporting period (1st January 2023 to 30th June 2023)
Number of Complaints Opened
This includes all complaints received during the reporting period of (1st January 2023 to 30th June 2023)
Number of Complaints Closed
A complaint is deemed closed once Barclays has sent a final decision letter or the customer has indicated that they accept our response.
Complaints closed within 3 days (%)
A complaint is deemed closed within 3 days once Barclays has sent a summary resolution communication letter or the customer has indicated that they accept our response within 3 days of receiving the complaint.
Complaints closed after 3 days but within 8 weeks (%)
A complaint is deemed closed after 3 days but within 8 weeks where Barclays has sent a final decision letter or the customer has indicated that they accept our response within this specific period of receiving the complaint.
Complaints Upheld by Firm
A complaint is deemed ‘upheld’ where Barclays agreed with the customer that their complaint was justified, either in whole or in part. We may have offered redress, where appropriate.
Categories of Banking Services and Products
The FCA has six Categories of Banking Services and Products which firms are required to report against. Some examples of what is included within each of these categories can be found below:
- Banking and Credit Cards: Current accounts, savings accounts, cash and debit cards, credit cards;
- Home Finance: House mortgages, home income plans, home purchase plans;
- Insurance and Pure Protection: Property insurance, travel insurance, medical insurance, payment protection insurance (PPI);
- Decumulation and Pensions: Annuities, pension plans. Decumulation describes a process to realise assets (such as shares) into an income stream, often during retirement;
- Investments: Share dealings, unit trusts, ISAs, derivatives.
- Credit related: Hire purchase, Debt purchasing, Home credit.
Notes
Data included in the above tables refers to complaints both received and closed between 1st January 2023 to 30th June 2023 inclusive.
Next Publication Date:
H2 2023.: 28th February 2024 for complaints data from 1st July to 31st December 2023