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Parsys 1

January to June 2010

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Detailed below is Barclays FSA reportable complaints data:

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, Barclays Retail Bank, Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Solution Personal Finance Ltd, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 240,883 407,175 91% 31%
Home finance 9,384 9,756 75% 59%
General insurance and pure protection 38,187 34,890 58% 63%
Decumulation, life and pensions 1,829 2,215 63% 32%
Investments 2,016 2,592 44% 28%
Total 292,299 456,628 88% 34%

Barclays Sharedealing

Firm name: Barclays Sharedealing
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Barclays Sharedealing.

  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 37 41 80% 17%
Investments 670 756 87% 11%
Total 707 797 87% 12%

Barclays Stockbrokers Limited

Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Barclays Stockbrokers 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 125 137 82% 15%
Investments 3,363 3,759 86% 14%
Total 3,488 3,897 86% 14%

Clydesdale Financial Services Limited

Firm name: Clydesdale Financial Services Limited
Group: Barclays Group
Other firms included in this report (if any): 
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 3,434 2,151 90% 20%
Home finance 0 0 0% 0%
General insurance and pure protection 415 175 97% 7%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 3,849 2,326 91% 19%

Firstplus Financial Group Plc

Firm name: Firstplus Financial Group Plc
Group: Barclays Group
Other firms included in this report (if any): 
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 571 586 93% 25%
Home finance 3 4 100% 0%
General insurance and pure protection 4,136 4,642 65% 8%
Decumulation, life and pensions 2 2 100% 0%
Investments 0 0 0% 0%
Total 4,712 5,234 68% 10%

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 0 0 0% 0%
Investments 1,059 1,075 91% 59%
Total 1,059 1,075 91% 59%

Thomas Cook Personal Finance Ltd

Firm name: Thomas Cook Personal Finance Ltd
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 September, 2009 - 28 February, 2010
Brands/trading names covered: Thomas Cook Personal Finance Ltd.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 1,479 1,481 99% 39%
Home finance 0 0 0% 0%
General insurance and pure protection 29 25 100% 8%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 1,508 1,506 99% 38%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 January to 30 June, 2010* 
Brands/trading names covered: Barclays Bank Plc, Barclays Sharedealing, Barclays Stockbrokers Limited, Clydesdale Financial Services Limited, Firstplus Financial Group Plc, Woolwich Plan Managers Limited, Thomas Cook Personal Finance Ltd, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 246,367 411,394 91% 31%
Home finance 9,387 9,760 75% 59%
General insurance and pure protection 42,767 39,732 59% 57%
Decumulation, life and pensions 1,993 2,395 65% 31%
Investments 7,108 8,182 73% 24%
Total 307,622 471,463** 87% 34%

*For all brands except Thomas Cook Personal Finance Ltd., which reflects the period of 1 September, 2009 to 28 February, 2010.

**The closed complaints are higher due to Barclays closing complaints that were opened in the previous six-month period. For this report, it would be those cases opened before 1 January, 2010, but closed in the period of 1 January to 30 June, 2010. Included in the 'Number of Complaints Closed - Banking' figures are bank charges cases, which have been on hold for two years awaiting the Supreme Court's decision, which it made in November 2009.

Additional context

FSA category Complaints per category
Banking 6.54 per 1,000 accounts
Mortgages 10.26 per 1,000 loans outstanding
General insurance and pure protection 8.56 per 1,000 policies
Life and pensions 3.18 per 1,000 policies
Investments 5.20 per 1,000 investment plans

The above information refers to the same period as the complaints volumes on the Complaints tab (1 January - 30 June, 2010), apart from Thomas Cook Personal Finance Ltd (1 September, 2009 - 28 February, 2010).

Note:

Barclays has restated its complaints numbers for first half 2010 (1 January 2010 to 30 June 2010), in line with the methodology used in the latest return to the FSA (from 259,266 to 307,622). This has resulted in an overall rise in the volume of complaints for that period. Following an internal review of complaint categorisation, we identified a need to adopt a tighter interpretation of when a complaint is closed.

In essence, previously we recorded a customer's complaint as resolved when we replied to the customer in writing, fully within two days, but had not received any confirmation from the customer that they were satisfied with our response.

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