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Parsys 1

July to September 2013

Parsys 2

For the first time, Barclays has declared complaints figures on a quarterly basis, twice the frequency required by the Financial Conduct Authority (FCA). The results for this quarter show:

  • Total Barclays complaints excluding PPI* are down 42 per cent to 47,462 (Q3 2012 82,504)
  • Complaints including PPI are also down 32 per cent to 162,360 (Q3 2012 237,399)
  • Banking complaints are down 44 per cent to 42,474 (Q3 2012 76,369).

* The 'General insurance and pure protection' category, of which the overwhelming majority are PPI complaints.

Barclays Group summary

Period covered in this report: 1 July - 30 September 2013
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 42,474 40,083 93% 42%
Home finance 2,300 2,193 96% 49%
General insurance and pure protection 114,898 126,947 84% 74%
Decumulation, life and pensions 781 878 75% 32%
Investments 1,907 1,876 88% 45%
Total 162,360 171,977 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 41,263 38,849 93% 43%
Home finance 2,284 2,174 96% 50%
General insurance and pure protection 113,856 125,390 84% 74%
Decumulation, life and pensions 714 824 75% 30%
Investments 722 745 78% 38%
Total 158,839 167,982 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 57 53 91% 53%
Investments 699 690 94% 50%
Total 756 743 94% 50%

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 944 963 90% 27%
Home finance 0 0 0% 0%
General insurance and pure protection 46 38 100% 95%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 990 1,001 91% 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 267 271 99% 33%
Home finance 16 19 89% 16%
General insurance and pure protection 996 1,519 95% 95%
Decumulation, life and pensions 0 0 0% 0%
Investments 0 0 0% 0%
Total 1,279 1,809 95% 85%

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 10 1 0% 100%
Investments 486 442 93% 49%
Total 496 442 93% 49%
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Parsys 6