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Parsys 1

July to December 2010

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Detailed below is Barclays FSA reportable complaints data:

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.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 205,151 227,629 96% 52%
Home finance 8,580 7,898 78% 61%
General insurance and pure protection 59,003 40,230 65% 68%
Decumulation, life and pensions 1,530 1,688 85% 31%
Investments 2,051 2,201 84% 43%
Total 276,315 279,646 91% 55%

Barclays Sharedealing

Firm name: Barclays Sharedealing
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 July - 31 December 2010
Brands/trading names covered: Barclays Sharedealing.

  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 29 32 88% 13%
Investments 561 612 89% 13%
Total 590 644 89% 13%

Barclays Stockbrokers Limited

Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Barclays Stockbrokers 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 105 116 85% 16%
Investments 2,801 3,061 90% 17%
Total 2,906 3,177 90% 17%

Clydesdale Financial Services Limited

Firm name: Clydesdale Financial Services Limited
Group: Barclays Group
Other firms included in this report (if any): 
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 7,995 6,403 68% 23%
Home finance 0 0 0% 0%
General insurance and pure protection 69 24 88% 21%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 8,064 6,427 68% 23%

Firstplus Financial Group Plc

Firm name: Firstplus Financial Group Plc
Group: Barclays Group
Other firms included in this report (if any): 
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 684 675 92% 20%
Home finance 16 19 89% 16%
General insurance and pure protection 3,967 3,916 65% 11%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 4,651 4,651 69% 12%

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 0 0 0% 0%
Investments 815 891 93% 59%
Total 815 891 93% 59%

Thomas Cook Personal Finance Ltd

Firm name: Thomas Cook Personal Finance Ltd
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 March – 31 August 2010
Brands/trading names covered: Thomas Cook Personal Finance Ltd.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 1,496 1,518 100% 30%
Home finance 0 0 0% 0%
General insurance and pure protection 54 56 100% 14%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 1,550 1,574 100% 30%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 July to 31 December 2010
Brands/trading names covered: Barclays Bank Plc, Barclays Sharedealing, Barclays Stockbrokers Limited, Clydesdale Financial Services Limited, Firstplus Financial Group Plc, Woolwich Plan Managers Limited, Thomas Cook Personal Finance Ltd, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 215,326 236,225 95% 51%
Home finance 8,580 7,898 78% 61%
General insurance and pure protection 63,093 44,226 65% 63%
Decumulation, life and pensions 1,664 1,836 85% 30%
Investments 6,228 6,765 88% 31%
Total 294,891 296,950 90% 53%

Additional context

FSA category Complaints per category
Banking 5.56 per 1,000 accounts
Mortgages 9.35 per 1,000 loans outstanding
General insurance and pure protection 12.83 per 1,000 policies
Life and pensions 2.71 per 1,000 policies
Investments

4.34 per 1,000 investment plans

The above information refers to the period from 1 July to 31 December, 2010.

Note:

Barclays has restated its complaints numbers for first half 2010 (1 January 2010 to 30 June 2010), in line with the methodology used in the latest return to the FSA (from 259,266 to 307,622). This has resulted in an overall rise in the volume of complaints for that period. Following an internal review of complaint categorisation, we identified a need to adopt a tighter interpretation of when a complaint is closed.

In essence, previously we recorded a customer's complaint as resolved when we replied to the customer in writing, fully within two days, but had not received any confirmation from the customer that they were satisfied with our response.

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