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Parsys 1

January to June 2012

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
Period covered in this report: 1 January - 30 June 2012
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 152,372 149,211 94% 50%
Home finance 50% 6,375 91% 54%
General insurance and pure protection 280,358 213,789 75% 61%
Decumulation, life and pensions 1,971 1,926 67% 31%
Investments 2,730 2,807 63% 37%
Total 442,266 374,108 83% 56%

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 2012
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 1 1 100% 100%
Home finance - 1 0% 100%
General insurance and pure protection - - - -
Decumulation, life and pensions 76 77 96% 55%
Investments 1,553 1,622 95% 39%
Total 1,630 1,701 95% 40%

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 4,010 4,252 91% 35%
Home finance - - - -
General insurance and pure protection 297 261 76% 59%
Decumulation, life and pensions - - - -
Investments - - - -
Total 4,307 4,513 90% 36%

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 238 324 94% 33%
Home finance 17 20 95% 20%
General insurance and pure protection 4,958 4,606 100% 86%
Decumulation, life and pensions - - - -
Investments - - - -
Total 5,213 4,950 99% 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 - - - -
Home finance - - - -
General insurance and pure protection - - - -
Decumulation, life and pensions 5 2 100% 50%
Investments 1,254 1,328 94% 51%
Total 1,259 1,330 94% 51%

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 2012
Brands/trading names covered: Barclays Bank Plc, Barclays Sharedealing, Barclays Stockbrokers Limited, Clydesdale Financial Services Limited, Firstplus Financial Group PLC, Woolwich Plan Managers Limited, 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 156,621 153,788 94% 50%
Home finance 4,852 6,396 91% 54%
General insurance and pure protection 285,613 218,656 75% 61%
Decumulation, life and pensions 2,052 2,005 68% 32%
Investments 5,537 5,757 79% 40%
Total 454,675 386,602 83% 56%

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 3.76 Banking complaints per 1,000 accounts
  • For every Home Finance (mortgage) account, we reported 5.19 complaints for every 1,000 loans outstanding
  • In total, we reported 58.99 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 1.24 complaints per 1,000 accounts
  • We reported 3.53 complaints per 1,000 Decumulation, Life and Pensions accounts
  • In the Investments category, we reported 3.67 complaints per 1,000 accounts.
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