As part of Barclays’ drive to improve transparency and customer service, the bank published its first Spotlight Report in November for Q3 2013, demonstrating how it is listening and changing.
Each Spotlight Report will focus on an issue that has drawn a number of complaints and will highlight the bank’s action plan for improving customers’ experience in that area. Barclays will also explain how it is working to improve service for key products such as mortgages, savings and current accounts.
The Q3 2013 Spotlight Report examines account security, including lost and stolen cards, debit card fraud and disputes. Keeping customers’ money safe and secure is a fundamental responsibility of a bank but also an increasingly difficult challenge with ever-evolving technology and ways of accessing money. Barclays has an excellent track record of protecting its customers’ accounts but some of the measures we have put in place do not always make our customers lives as easy as they should.
The Spotlight Report series highlights how Barclays is working to constantly adapt, improve and strengthen its processes, outlining the changes that have already been made and those that will be implemented in 2014.
1. Lost and stolen debit cards:
Reporting a lost or stolen card is a stressful event for customers and they need our processes to be fast, straightforward and supportive. We recognise that we sometimes fall short, and that improving the experience is a key priority. So, we’re working towards letting our customers report their card lost or stolen in the way which best suits them, whether it be by phone, text, online or in branch.
This year, we have made this possible in branch on top of our existing telephone service. So far we have stopped and replaced 243,977 debit cards through our branch network and 104,044 by phone (as at September 2013). In addition, 267 branches are now equipped to deliver same-day card replacement
2. Debit card fraud alerts:
One of the ways we protect customers’ account security is to ask customers to confirm whether certain transactions are genuine. If we do not hear back, we may block the transaction. Sometimes this can cause inconvenience, distress and embarrassment so we’re fine-tuning our processes to ensure, for instance, that routine purchases at customers’ favourite shops and restaurants will never be blocked.
We’ve also introduced a 24/7 text alert service that gives customers the ability to let us know if a transaction is genuine or fraudulent, and we will take appropriate action within 15 minutes. In the unfortunate incidence of fraud, customers can expect a personal phone call with reassurance and next steps
3. Debit card disputes:
When customers want to dispute a transaction, they expect us to resolve the issue quickly, either clarifying a genuine payment or confirming and rectifying mistakes or fraud. From complaints and feedback, we know that we need to speed processes up and increase transparency to reassure customers. We are working to give customers better visibility of the dispute process using phone, online and in branch.
We are also rolling out an automated decision process to resolve the most common and simple disputes, freeing up our colleagues to prioritise more complex cases. Finally, we are also working to speed up the time it takes to process disputes aiming to reduce the average time taken to process a claim from around 28 days to less than five days.