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Parsys 1

July to December 2013

Parsys 2
  Number of complaints opened Number of complaints closed Complaints closed within eight weeks (%) Complaints upheld by firm (%)
Banking 82,543 79,114 92% 45%
Home finance 4,520 3,885 94% 53%
General insurance and pure protection 225.229 249,379 85% 73%
Decumulation, life and pensions 897 894  81%  37%
Investments 3,852 4,002 86% 49%
Total 317,041 337,274 86% 66%

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 80,067 76,667 92% 45%
Home finance 4,503 3,867 94% 53%
General insurance and pure protection 222,946 246,705 85% 73%
Decumulation, life and pensions 763 766 80% 33%
Investments 1,215 1,280 66% 48%
Total 309,494 329,285 86% 66%

Barclays Stockbrokers Limited

Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any):
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 121 122 89% 89%
Investments 1,799 1,819 96% 52%
Total 1,920 1,941 96% 52%

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 1,939 1,881 89% 26%
Home finance 0 0 0% 0%
General insurance and pure protection 74 72 99% 94%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 2,013 1,953 90% 29%

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 537 566 98% 35%
Home finance 17 18 83% 17%
General insurance and pure protection 2,209 2,602 95% 92%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 2,763 3,186 96% 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 0 0 0% 0%
Home finance 0 0 0% 0%
General insurance and pure protection 0 0 0% 0%
Decumulation, life and pensions 13 6 83% 17%
Investments 838 903 94% 44%
Total 851 909 94% 43%

Additional context:

Barclays Group has over 42 million Banking category related accounts, including current accounts, credit cards, personal loans and savings accounts. This means we reported 1.94 Banking complaints per 1,000 accounts;

For every Home Finance (mortgage) account, we reported 4.63 complaints for every 1,000 loans outstanding;

In total, we reported 57.79 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 1.73 complaints per 1,000 accounts.

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