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Parsys 1

January to March 2015

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 (98%). Barclays complaints should be viewed within the context that we undertook on average over 8.4 million transactions per day during Q1 2015, one of the highest volumes of transactions in the UK banking industry.

For the First Quarter of 2015 (Q1)

The new figures give a picture of the first quarter of 2015 where total complaints including PPI reduced by 2,981 compared to the first quarter of 2014 (Q1 2015 142,568; Q1 2014 145,549), a 2% reduction within this:

  • PPI* (General Insurance complaints) have decreased by 24,763 compared to the first quarter of 2014 (Q1 2015: 70,105; Q1 2014: 94,868), that’s a 26% reduction.
  • Mortgage complaints are down 6%.  This is due to a number of changes to improve the mortgage journey including adopting more digital processes and streamlining switching services.

* 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 - 31 March 2015
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, Barclays Direct (formally ING Direct UK).

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 67,380 56,807 75% 62%
Home finance 2,782 2,714 82% 64%
General insurance and pure protection 70,105 92,076 71% 84%
Decumulation, life and pensions 468 379 76%  36%
Investments 1,833 1,739 89% 40%
Total 142,568 153,715 73% 75%

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, Barclays Stockbrokers Limited, Barclays Sharedealing, Barclays Direct (formally ING Direct UK).

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 65,965 55,518 74% 62%
Home finance 2,772 2,702 82% 64%
General insurance and pure protection 69,706 91,585 71% 84%
Decumulation, life and pensions 453 371 76%  35%
Investments 1,348 1,292 86% 42%
Total 140,244 151,468 73% 75%

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.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 1,205 1,087 95% 29%
Home finance 0 0 0% 0%
General insurance and pure protection 26 25 100% 88%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 1,231 1,112 95% 31%

Firstplus Financial Group Plc

Firm name: Firstplus Financial Group Plc
Group: Barclays Group
Other firms included in this report (if any): n/a
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 210 202 98% 44%
Home finance 10 12 83% 17%
General insurance and pure protection 373 466 92% 94%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 593 680 94% 78%

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 15 8 75%  75%
Investments 485 447 98% 36%
Total 500 455 98% 36%
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