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.