July to December 2022

Our H2 2022 results continue to show significant reductions in complaint volumes across Barclays UK year-on-year. This has been achieved through continued stability of our platforms, alongside mitigation of potential increases from changes to our servicing model

• We have seen the drop in BUK banking and credit card related complaints versus 2022 continue (down 18 per cent on H1-22 and 23 per cent on H2-21). This is largely due to customers interacting with us more through digital.
• Some acute pressures exist in areas impacted by economic changes seen in 2022, such as an increase in the volume of complaints related to mortgages as customers rush to find the right rates for them in light of Bank of England interest rate changes

Samantha White, MD BUK Customer Care Channels, said: “It is essential that we provide our customers and clients with the support and high level of service they expect from us, and we are proud of how our colleagues are consistently improving processes and customer service.

“It’s encouraging to see complaints reduce again both year-on-year and half-on-half, however, there’s always more that can be done and we won’t stop in our mission to create a perfect customer experience.”

We are one of the largest financial service providers in the UK, so it also makes sense to look at the numbers in the context of our size. For example, in the banking category, we received 27 per cent fewer complaints per 1,000 accounts than in H2 2021 and 20 per cent fewer than in H1 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 July and Dcember 2022.

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 almost 36 million accounts and Barclays Bank PLC has over 1.2 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.