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limits so if, for instance, they have lost they card, they can immediately reduce the limit to £0 no money can be withdrawn.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.