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Parsys 1

January to June 2016

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In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. We aim to resolve all complaints within eight weeks and if complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.

This site provides an overview of Barclays FCA reportable complaints data since 2010 and highlights how we are driving down complaints by improving the overall customer experience. We are committed to delivering a sustained reduction in complaints and while we are heading in the right direction, we recognise we still have a way to go.

Our complaints data is published individually for each UK legal entity and in a Barclays Group summary, with segmentation across the six FCA product categories. Barclays Bank PLC accounts for the majority of all Barclays UK FCA reportable complaints (98%). Barclays complaints should be viewed within the context that we undertook on average over 9.4 million transactions per day during H1 2016, one of the highest volumes of transactions in the UK banking industry.

For the First Half of 2016 (H1)

The new figures give the following picture for the first half of 2016:

  • Banking complaints have significantly reduced by 11 per cent compared to the first half of 2015 (H1 2016: 127,050, H1 2015:142,115).
  • Complaints excluding Payment Protection Insurance (PPI) are down 10% 
  • PPI* (General Insurance complaints) have increased by 20,330. That’s a 15 per cent increase compared to the first half of 2015 (H1 2016: 154,924, H1 2015: 134,594).
  • There has been an increase in the total number of complaints, with volumes increasing by 4,787 in the first half of 2016 compared to the first half of 2015 (H1 2016: 293,458, H1 2015: 288,671). The total complaint increase is equal to 2% Year over Year (YoY). This was mainly driven by a moderate increase in PPI complaints received in H1 2016.

* The General Insurance and Pure Protection category, of which the overwhelming majority are PPI complaints.

Detailed below is Barclays FCA reportable complaints data:

Barclays Group summary

Period covered in this report: 1 January - 30 June 2016
Legal Entities covered: Barclays Bank Plc, Clydesdale Financial Services Limited, Firstplus Financial Group PLC and Woolwich Plan Managers Limited.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 127,050 130,431 90% 55%
Home finance 5,277 5,939 85% 67%
General insurance and pure protection 154,924 155,350 97% 85%
Decumulation, life and pensions 719 544 65%  34%
Investments 3,956 4,270 62% 50%
Credit Related 1,532 1,485 85% 52%
Total 293,458 298,019 93% 71%

Barclays Bank Plc

Firm name: Barclays Bank Plc
Group: Barclays Group
Other firms included in this report (if any): Barclays Insurance Services Company Ltd and Solution Personal Finance Ltd
Brands/trading names covered: Barclays Bank Plc,Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Solution Personal Finance Ltd and Barclays Stockbrokers Limited.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 124,361 127,402 90% 56%
Home finance 5,272 5,932 85% 67%
General insurance and pure protection 153,718 154,097 97% 85%
Decumulation, life and pensions 690 535 65%  34%
Investments 3,422 3,766 59% 52%
Credit Related 1,532 1,485 85% 52%
Total 288,995 293,217 93% 71%

Clydesdale Financial Services Limited

Firm name: Clydesdale Financial Services Limited
Group: Barclays Group
Other firms included in this report (if any): n/a
Brands/trading names covered: Clydesdale Financial Services Limited, Barclays Partner Finance.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 2,633 2,935 88% 43%
Home finance 0 0 0% 0%
General insurance and pure protection 41 42 95% 90%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 2,674 2,977 89% 44%

Firstplus Financial Group Plc

Firm name: Firstplus Financial Group Plc
Group: Barclays Group
Other firms included in this report (if any): n/a
Brands/trading names covered: Firstplus Financial Group Plc.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 56 94 89% 36%
Home finance 5 7 71% 14%
General insurance and pure protection 1,165 1,211 99% 87%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 1,226 1,312 98% 83%

Woolwich Plan Managers Limited

Firm name: Woolwich Plan Managers Limited
Group: Barclays Group
Other firms included in this report (if any): Barclays Wealth Funds Limited
Brands/trading names covered: Woolwich Plan Managers Limited, Barclays Wealth Funds Limited.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 0 0 0% 0%
Home finance 0 0 0% 0%
General insurance and pure protection 0 0 0% 0%
Decumulation, life and pensions 29 9 67%  0%
Investments 534 504 87% 31%
Total 563 513 87% 31%

Additional context:

Barclays Group has over 40 million Banking category related accounts, including current accounts, credit cards, personal loans and savings accounts. This means we reported 3.16 Banking complaints per 1,000 accounts;

For every Home Finance (mortgage) account, we reported 5.74 complaints for every 1,000 loans outstanding;

In total, we reported 77.91 complaints per 1,000 accounts related to General Insurance and Pure Protection, with the majority of complaints in this category related to Payment Protection Insurance (PPI). Excluding this product, we reported 2.04 complaints per 1,000 accounts.

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