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