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Parsys 1

January to June 2013

Parsys 2

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. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. 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 five FCA product categories. Barclays Bank PLC accounts for the majority of all Barclays UK FCA reportable complaints (97%). Barclays complaints should be viewed within the context that we undertake over 1.5 million transactions per day, one of the highest volumes of transactions in the UK banking industry.

For the first half of 2013 (H1), our total complaints excluding PPI* have reduced by 46 per cent to 91,215 and by 16 per cent including PPI to 381,740 (H1 2013 compared to H1 2012). This is a fall from 427,334 for the second half of 2012 (H2) for all complaints. Banking complaints are down 48 per cent to 81,222 comparing H1 2013 to H1 2012 (H1 2012 156,621; H2 2012 121,115). We have now reduced these complaints by 62 per cent (H2 2010 215,326) since 2010 through a renewed focus on tackling complaints.

* 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 2013
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 81,222 80,837 95% 43%
Home finance 4,210 4,248 96% 47%
General insurance and pure protection 290,525 281,938 88% 68%
Decumulation, life and pensions 1,727 1,805 71% 31%
Investments 4,056 3,900 86% 47%
Total 381,740 372,728 90% 62%

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 78,330 77,933 95% 44%
Home finance 4,082 4,124 95% 48%
General insurance and pure protection 285,062 276,422 88% 68%
Decumulation, life and pensions 1,569 1,660 68% 29%
Investments 1,690 1,634 71% 42%
Total 370,733 361,773 90% 62%

Barclays Stockbrokers Limited

Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any): 
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 150 142 98% 62%
Investments 1,607 1,543 98% 48%
Total 1,757 1,685 98% 49%

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 2,266 2,276 96% 28%
Home finance 0 0 0% 0%
General insurance and pure protection 122 134 96% 72%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 2,388 2,410 96% 31%

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 626 628 94% 27%
Home finance 128 124 100% 10%
General insurance and pure protection 5,339 5,382 96% 92%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 6,093 6,134 96% 84%

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 8 3 100% 33%
Investments 759 723 93% 56%
Total 769 726 93% 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 1.97 Banking complaints per 1,000 accounts
  • For every Home Finance (mortgage) account, we reported 4.45 complaints for every 1,000 loans outstanding
  • In total, we reported 63.94 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 2.01 complaints per 1,000 accounts
  • We reported 3.45 complaints per 1,000 Decumulation, Life and Pensions accounts
  • In the Investments category, we reported 4.18 complaints per 1,000 accounts.
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