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Our H1 2017 results show we are making positive progress in reducing the number of complaints. Compared to H1 2016:

• Overall, we have seen a 10 per cent fall in complaints
• Complaints excluding Payment Protection Insurance are down 18 per cent
• Day-to-day banking complaints have reduced 20 per cent

Bob Cliff, Head of Customer Experience, said: "We take every complaint incredibly seriously. When we make a mistake, we act quickly to fix the root cause. Our goal is to exceed what our customers expect from their bank, and we won't stop until we've achieved this."

We meet a financial need for 1 in 2 adults in the UK, and across our 14.5 million current account holders and 10 million credit card customers, we want to provide all our customers with an excellent experience in everything we do.

In the past few months, we have taken steps to:

Protect our customers against fraud and scams: 

We're constantly working to keep our customers safe and in the last year, we've prevented over £836m of fraud.

But we also recognise our responsibility to help our customers protect themselves which is why we launched a nationwide drive to increase the public's awareness of final fraud risks and to provide them with the information, tools and tips they need to stay safe in the digital age.

Under our digital safety drive we launched a new £10m national advertising campaign to alert people to the risk of fraud; we created a new online quiz that allows anyone in the UK to assess their own digital safety level, and receive useful tips on how to strengthen their defences; and Barclays LifeSkills is launching new Digital Safety learning content specifically designed for younger people.

Alongside this, our 18,000 Digital Eagles are providing digital safety teach-ins in our branches, as well as free support clinics for our 1 million UK SME customers.

Ensure our customers can stay in control of their money:

In a UK high street bank first, we gave customers new choices over when, where and how their debit card works, putting our customers in much greater control and helping them to stay safe from fraud.

At the touch of a button through their Barclays Mobile Banking App, customers can now set their own daily ATM withdrawal limits so if, for instance, they have lost they card, they can immediately reduce the limit to £0 no money can be withdrawn. Customers can also toggle 'off' and 'on' the ability to make remote purchases, putting an instant block on the ability to make any internet, in-app, mail order and telephone transactions.

Make banking with us as convenient as possible:

We're constantly investing in the ways our customers can bank with us to give them the choice, speed and convenience they need.

This year we were the first UK bank to launch a mobile business lending service capable of providing instant loans to small businesses, helping the UK to unlock up to £34.25bn of growth from SMEs by 2021.

In a UK banking first, we also launched a new larger card reader and improved high visibility debit card specifically to help our older and disabled customers bank more safely and conveniently.

The data explained

The complaints tables below provide a breakdown of all complaints made to Barclays between January and June 2017.

The complaints data we have published below is split into each UK legal entity and is also shown in a Barclays Group summary, with segmentation across the six FCA product categories. Barclays Bank PLC is our main entity and accounts for the majority of all Barclays UK FCA reportable complaints (97%).

The FCA also require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the six categories in the first column of each table (labelled ‘Provision’). Across all of our legal entities we have almost 38 million accounts within the Banking category. This includes all current and savings accounts, as well as credit cards and loans. This number is high for General Insurance and Pure Protection complaints, which is mainly driven due to majority of complaints received for the policies sold in the past. A more comparative performance shows that we have received c43 complaints per 1000 accounts against our active policies.

In the last column of each table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as ‘general administration and customer service’, which includes things like bank error and delays.

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Barclays Group summary

Period covered in this report: 1 January - 30 June 2017
Legal Entities covered: Barclays Bank Plc, Clydesdale Financial Services Limited, Firstplus Financial Group PLC and Woolwich Plan Managers Limited.

 

Provision (at end of reporting end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Closed within 3 days (%)

Closed After 3 Days but within 8 weeks (%)

Upheld (%)

Main Cause of Complaints opened

Banking and credit cards 6.99 N/A 264,294 265,525 68% 27% 54% General admin / customer service
Home finance 7.82   6,944 6,919 50% 38% 72% General admin / customer service
Insurance and pure protection 119.69   171,652 177,401 8% 86% 83% Advising, selling and arranging 
Decumulation and pensions   10.50 241 196 38% 49% 35% General admin / customer service
Investments 8.90   4,416 5,094 31% 37% 50% Advising, selling and arranging
Credit Related 6.81   15,709 16,606 69% 23% 46% N/A
Total N/A N/A 463,256 471,741 45% 49% 65% N/A

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, Firstplus Financial Group Plc*
Brands/trading names covered: Barclays Bank Plc,Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Solution Personal Finance Ltd and Barclays Stockbrokers Limited.

*Firstplus Financial Group Plc has been deregulated from February 2017 and all complaints for this Legal Entity are now included within Barclays Bank Plc

 

Provision (at end of reporting end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Closed within 3 days (%)

Closed After 3 Days but within 8 weeks (%)

Upheld (%)

Main Cause of Complaints opened

Banking and credit cards 6.99 N/A 264,294 265,525 68% 27% 54% General admin / customer service
Home finance 7.82   6,944 6,919 50% 38% 72% General admin / customer service
Insurance and pure protection 119.69   171,620 177,369 8% 86% 83% Advising, selling and arranging 
Decumulation and pensions   10.50 241 196 38% 49% 35% General admin / customer service
Investments 8.68   3,879 4,435 34% 31% 47% Advising, selling and arranging
Credit Related 3.57   2,933 3,027 51% 33% 64% N/A
Total N/A N/A 449,911 457,471 44% 50% 66% N/A

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.

 

Provision (at end of reporting end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Closed within 3 days (%)

Closed After 3 Days but within 8 weeks (%)

Upheld (%)

Main Cause of Complaints opened

Banking and credit cards     0 0 0% 0% 0% N/A
Home finance     0 0 0% 0% 0% N/A
Insurance and pure protection 109.22   32 32 25% 72% 72% Advising, selling and arranging 
Decumulation and pensions     0 0 0% 0% 0% N/A
Investments     0 0 0% 0% 0% N/A
Credit Related 8.61   12,776 13,579 73% 20% 42% N/A
Total N/A N/A 12,808 13,611 73% 20% 42% N/A

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.

 

Provision (at end of reporting end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Closed within 3 days (%)

Closed After 3 Days but within 8 weeks (%)

Upheld (%)

Main Cause of Complaints opened

Banking and credit cards     0 0 0% 0% 0% N/A
Home finance     0   0% 0% 0% N/A
insurance and pure protection     0 0 0% 0% 0%  N/A
Decumulation and pensions     0 0 0% 0% 0% N/A
Investments 10.82   537 659 14% 84% 75% General admin / customer service
Credit Related     0 0 0% 0% 0% N/A
Total N/A N/A
537 659 14% 84% 75% N/A
659 14% 78% 75%
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