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July to December 2015

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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 9.2 million transactions per day during H2 2015, one of the highest volumes of transactions in the UK banking industry.

For the Second Half of 2015 (H2)

The new figures give the following picture for the second half of 2015:

  • PPI* (General Insurance complaints) have fallen by 21,675. That’s a 14 per cent reduction compared to the second half of 2014 (H2 2015: 137,852, H2 2014: 159,527).
  • Banking complaints have increased 24 per cent compared to the second half of 2014 (H2 2015: 136,685, H2 2014**: 110,618). This rise in banking complaints is not driven by the day to day experience of customers but relates to historic issues, including an increase in complaints relating to packaged bank accounts.
  • There has been a decrease in the total number of complaints, with volumes decreasing by 2,047 in the second half of 2015 compared to the first half of 2015 (H2 2015: 286,624, H1 2015: 288,671).

* The General Insurance and Pure Protection category, of which the overwhelming majority are PPI complaints.

**The H2 2014 and H1 2015 figures quoted above may be different to what we originally published. This is due to some changes to how complaints relating to the Credit Related product group are reported. Barclays Bank PLC has received its Consumer Lending licence from the FCA and now reports all complaints which fall within this product group. To provide an accurate comparison, the figures from previous reporting periods have been restated to include those complaints which would have previously been reported under the Credit Related product group.

Detailed below is Barclays FCA reportable complaints data:

Barclays Group summary

Period covered in this report: 1 July - 31 December 2015
Legal Entities covered: Barclays Bank Plc, Clydesdale Financial Services Limited, Firstplus Financial Group PLC and Woolwich Plan Managers Limited.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 136,685 171,849 67% 56%
Home finance 5,773 5,483 76% 67%
General insurance and pure protection 137,852 144,574 90% 84%
Decumulation, life and pensions 1,181 1,037 74%  65%
Investments 3,741 3,646 68% 42%
*Credit Related 1,392 1,396 91% 56%
Total 286,624 327,985 78% 69%

*Credit Related – The FCA have taken over the regulation of Consumer Lending firms from the Office of Fair Trading (OFT).  All FCA regulated financial institutions providing any consumer lending products or services were required to apply for a consumer Credit Licence.  Barclays Bank PLC has now been granted their consumer credit licence from the FCA therefore they will provide complaint figures relating to this product group.

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,Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Solution Personal Finance Ltd, Barclays Stockbrokers Limited and Barclays Sharedealing.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 133,335 168,457 67% 56%
Home finance 5,740 5,451 76% 67%
General insurance and pure protection 136,433 143,124 90% 84%
Decumulation, life and pensions 1,173 1,030 74%  65%
Investments 2,880 2,676 61% 45%
*Credit Related 1,392 1,396 91% 56%
Total 280,953 322,134 77% 69%

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 3,020 3,067 80% 45%
Home finance 0 0 0% 0%
General insurance and pure protection 57 57 96% 72%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 3,077 3,124 80% 45%

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 329 324 96% 49%
Home finance 33 32 94% 28%
General insurance and pure protection 1,362 1,393 98% 92%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 1,724 1,749 98% 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 1 1 100% 0%
Home finance 0 0 0% 0%
General insurance and pure protection 0 0 0% 0%
Decumulation, life and pensions 8 7 57%  57%
Investments 861 970 89% 33%
Total 870 978 89% 33%

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 3.41 Banking complaints per 1,000 accounts;

For every Home Finance (mortgage) account, we reported 6.18 complaints for every 1,000 loans outstanding;

In total, we reported 59.07 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 1.53 complaints per 1,000 accounts.

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