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Parsys 1

UK complaints data

Parsys 2
UK complaints data
  • Our priority is to deliver excellent service every time a customer interacts with us. However, when we do make a mistake, we make every effort to try and rectify it as quickly as possible so that it doesn’t happen again in the future.

    We welcome our customers’ feedback as it allows us to continually improve our processes and ensure we are delivering a service that is focused around their needs. 

  • Historic issues

    Below is an update on the progress we have made on two historic areas of complaint.

    PPI

    Payment Protection Insurance (PPI) has continued to generate very high volumes of complaints for the whole of the UK banking sector, including Barclays, in the past couple of years. Whilst many customers have benefited from our PPI product range, we stopped selling new PPI policies in 2010 and recognise that genuine PPI complaints are absolutely valid.

    Through a sustained effort to identify and tackle the root causes of complaints, the monthly number of PPI complaints received has declined by over 60% since the peak in May 2012. Barclays have proactively contacted over 720K customers in relation to a potential PPI mis-sale and our proactive activity is now drawing to a close.

    Complaints about the misselling of this product, which accounted for approximately two thirds of the complaints about Barclays reported to the UK Financial Services Authority (FSA) in 2012, do not necessarily relate to our current business activities.

    More about PPI 

    If you would like to make a complaint about a PPI policy you bought from Barclays, then we want to make the process simple, fast and fair. Use the link above to find all the information you need on how to register your complaint, how long the process will take and provides answers to some common questions about PPI.

    IRHP

    Interest Rate Hedging Products (IHRP) are designed to help business customers manage fluctuations in interest rates. They can be useful for some companies. However, we recognise that we have not met the standards expected of us by our regulator and customers in some cases concerning small and medium-sized enterprises (SMEs). Therefore we have undertaken a thorough review, under which the vast majority of in scope customers have now been provided with their review outcomes and, in many cases, a redress offer capable of acceptance. We are now working closely with these customers to bring their reviews to completion. We are prioritising the review of sales to SME customers that are in financial difficulty.

  • Glossary

    The following definitions have been used in the assembling of this data.

    Definitions

    Complaint
    For the purposes of the complaints detailed in this report, a complaint is defined as being an expression of dissatisfaction which has not been resolved by close of business on the business day following its receipt.

    Number of complaints opened
    Detailed here are all complaints received during the reporting period of 1 January to 30 June 2016 (unless otherwise stated).

    Number of complaints closed
    A complaint is deemed closed if Barclays has sent a final decision letter or the customer has indicated in writing that they accept Barclays response.

    Complaints closed within eight weeks
    This category details complaints that were closed (due to the reasons indicated above) within eight weeks from the date of complaint receipt.

    Complaints upheld by firm
    This category details complaints where the firm has agreed with the customer that their complaint was justified either in whole or in part and, where appropriate, we have offered redress.

    Categories of banking services and products
    Categories of banking services and products have been used in this report. Some examples of what is considered within these categories can be found below:

    Banking: Current accounts, savings accounts, cash and debit cards, credit card

    Home finance: House mortgages, home income plans, home purchase plans

    General insurance and pure protection: Contents insurance, travel insurance, medical insurance, payment protection insurance

    Decumulation, life and pensions: Annuities, endowments, pension mortgages, pension plans. Decumulation, a term used in this report, describes a process to realise assets (such as shares) into an income stream, often used during retirement.

    Investments: Share dealings, unit trusts, ISAs, derivatives.

    Notes

    Data included refers to complaints both received and closed within the period of the date range.

    Next publication dates:

    H2 2016: by 24 February 2017 for data from 1 July to 31 December 2016.

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