Double click here to edit Header component
Signpost is empty.Double click here to edit it in Header component
Parsys 1

July to September 2015

Parsys 2
Parsys 3

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 8.9 million transactions per day during Q3 2015, one of the highest volumes of transactions in the UK banking industry.

For the Third Quarter of 2015 (Q3)

The new figures give the following picture for the third quarter of 2015:

  • PPI* (General Insurance complaints) continue to fall by 20,661. That’s a 23 per cent reduction compared to the third quarter of 2014 (Q3 2015: 70,641, Q3 2014: 91,302).
  • Banking complaints have increased 22 per cent compared to the third quarter of 2014 (Q3 2015: 66,861, Q3 2014: 54,813). 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, in line with the statements in our half year results.
  • There has been a decrease in the total number of complaints, with volumes decreasing five per cent in the third quarter of 2015 compared to the third quarter of 2014 (Q3 2015: 143,285, Q3 2014: 150,953).

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

Detailed below is Barclays FCA reportable complaints data:

Barclays Group summary

Period covered in this report: 1 July - 30 September 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 66,861 93,969 51% 53%
Home finance 2,999 2,591 89% 66%
General insurance and pure protection 70,641 70,746 88% 83%
Decumulation, life and pensions 796 645 84%  70%
Investments 1,988 1,793 72% 41%
Total 143,285 169,744 68% 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,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 65,286 92,374 51% 53%
Home finance 2,978 2,570 89% 66%
General insurance and pure protection 69,927 70,056 88% 83%
Decumulation, life and pensions 793 640 84%  70%
Investments 1,499 1,306 64% 43%
Total 140,483 166,946 67% 66%

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 1,422 1,470 81% 44%
Home finance 0 0 0% 0%
General insurance and pure protection 20 19 95% 74%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 1,442 1,489 81% 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 152 124 96% 49%
Home finance 21 21 90% 33%
General insurance and pure protection 694 671 98% 91%
Decumulation, life and pensions 0 0%  0%
Investments 0 0 0% 0%
Total 867 816 97% 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 3 5 60%  60%
Investments 489 487 93% 37%
Total 493 493 93% 37%

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 3.50 Banking complaints per 1,000 accounts;

For every Home Finance (mortgage) account, we reported 6.05 complaints for every 1,000 loans outstanding;

In total, we reported 44.08 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 1.10 complaints per 1,000 accounts.

Parsys 5
Parsys 6