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Parsys 1

January to June 2011

Parsys 2

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 162,611 171,457 95% 53%
Home finance 8,894 9,068 76% 60%
General insurance and pure protection 73,692 19,399 42% 52%
Decumulation, life and pensions 2,456 2,234 91% 23%
Investments 3,910 3,132 77% 44%
Total 251,563 205,290 89% 53%

Notes:

  • Barclays Bank Plc numbers include complaints from the vast majority (94%) of our UK businesses
  • Barclays Bank Plc complaints of 251,563 for six months should be viewed within the context that it undertakes over 1.5 million transactions per day, one of the highest volumes of transactions in the UK banking industry
  • Barclays FSA reportable complaints now include complaints from Egg’s UK credit card assets and MBNA Europe Bank Limited’s Small Business credit card portfolio, which have been acquired by Barclays in the first half of 2011 and were not included in previous reporting periods.

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 2011
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 - - - -
Home finance - - - -
General insurance and pure protection - - - -
Decumulation, life and pensions 93 105 86% 23%
Investments 2,202 2,235 91% 22%
Total 756 743 94% 50%

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 5,933 6,943 81% 28%
Home finance - - - -
General insurance and pure protection 881 1,160 85% 2%
Decumulation, life and pensions - - - -
Investments - - - -
Total 6,814 8,103 82% 25%

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 576 519 96% 28%
Home finance 9 6 100% -
General insurance and pure protection 3,289 1,151 59% 19%
Decumulation, life and pensions - - - -
Investments - - - -
Total 3,874 1,676 70% 21%

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 - - - -
Home finance - - - -
General insurance and pure protection - - - -
Decumulation, life and pensions - - - -
Investments 1,180 1,044 99% 53%
Total 1,180 1,044 99% 53%

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 2010 - 28 February 2011
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 1,184 1,394 100% 44%
Home finance - - - -
General insurance and pure protection 18 36 100% 17%
Decumulation, life and pensions - - - -
Investments - - - -
Total 1,202 1,430 100% 43%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 January - 30 June 2011
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 170,304 180,313 94% 52%
Home finance 8,903 9,074 76% 60%
General insurance and pure protection 77,880 21,746 45% 48%
Decumulation, life and pensions 2,549 6,306 86% 38%
Investments 7,199 1,876 88% 45%
Total 266,835 219,778 89% 51%

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 four Banking complaints per 1,000 accounts
  • For every Home finance (mortgage) account, we reported 10 complaints for every 1,000 loans outstanding
  • In total, we reported 16 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 less than one complaint per 1,000 accounts
  • We reported four complaints per 1,000 Decumulation, Life and Pensions accounts
  • In the Investments category, we reported five complaints per 1,000 accounts.
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