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Parsys 1

July to December 2011

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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
Period covered in this report: 1 July - 31 December 2011
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 146,316 155,257 96% 52%
Home finance 6,837 7,913 82% 59%
General insurance and pure protection 122,992 132,695 21% 68%
Decumulation, life and pensions 2,055 1,946 72% 27%
Investments 3,284 3,700 55% 37%
Total 281,484 301,511 62% 59%

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 July - 31 December 2011
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 - - - -
Home finance 1 - - -
General insurance and pure protection - - - -
Decumulation, life and pensions 67 73 86% 47%
Investments 1,347 1,407 96% 36%
Total 1,415 1,480 96% 36%

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 4,707 3,941 95% 29%
Home finance - - - -
General insurance and pure protection 103 95 98% 13%
Decumulation, life and pensions - - - -
Investments - - - -
Total 4,810 4,036 95% 28%

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 581 691 96% 35%
Home finance 19 19 84% 16%
General insurance and pure protection 3,966 6,399 15% 86%
Decumulation, life and pensions - - - -
Investments - - - -
Total 4,566 7,109 23% 81%

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 - - - -
Home finance - - - -
General insurance and pure protection - - - -
Decumulation, life and pensions 3 2 100% 0%
Investments 1,575 1,623 97% 50%
Total 1,578 1,625 97% 50%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 July - 31 December 2011
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.

  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 151,604 159,889 96% 51%
Home  6,857 7,932 82% 59%
General insurance and pure protection 127,061 139,189 21% 69%
Decumulation, life and pensions 2,125 2,021 72% 27%
Investments 6,206 6,730 74% 40%
Total 293,853 315,761 62% 59%

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 3.72 Banking complaints per 1,000 accounts
  • For every Home Finance (mortgage) account, we reported 7.35 complaints for every 1,000 loans outstanding
  • In total, we reported 26.19 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 0.94 complaints per 1,000 accounts
  • We reported 3.53 complaints per 1,000 Decumulation, Life and Pensions accounts
  • In the Investments category, we reported 3.87 complaints per 1,000 accounts.
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