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Detailed below is Barclays FSA reportable complaints data

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.

Barclays Bank Plc

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

240,883

407,175

91%

31%

Home finance

9,384

9,756

75%

59%

General insurance and pure protection

38,187

34,890

58%

63%

Decumulation, life and pensions

1,829

2,215

63%

32%

Investments

2,016

2,592

44%

28%

Total

292,299

456,628

88%

34%

Barclays Sharedealing

Firm name: Barclays Sharedealing
Group: Barclays Group
Other firms included in this report (if any):
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Barclays Sharedealing.

Barclays Sharedealing

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

37

41

80%

17%

Investments

670

756

87%

11%

Total

707

797

87%

12%

Barclays Stockbrokers Limited

Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any):
Period covered in this report: 1 January - 30 June 2010
Brands/trading names covered: Barclays Stockbrokers Limited.

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

125

137

82%

15%

Investments

3,363

3,759

86%

14%

Total

3,488

3,897

86%

14%

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.

Clydesdale Financial Services Limited

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

3,434

2,151

90%

20%

Home finance

0

0

0%

0%

General insurance and pure protection

415

175

97%

7%

Decumulation, life and pensions

0

0

0%

0%

Investments

0

0

0%

0%

Total

3,849

2,326

91%

19%

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.

Firstplus Financial Group Plc

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

571

586

93%

25%

Home finance

3

4

100%

0%

General insurance and pure protection

4,136

4,642

65%

8%

Decumulation, life and pensions

2

2

100%

0%

Investments

0

0

0%

0%

Total

4,712

5,234

68%

10%

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.

Woolwich Plan Managers 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

0

0

0%

0%

Investments

1,059

1,075

91%

59%

Total

1,059

1,075

91%

59%

Thomas Cook Personal Finance Ltd

Firm name: Thomas Cook Personal Finance Ltd
Group: Barclays Group
Other firms included in this report (if any):
Period covered in this report:
1 September, 2009 - 28 February, 2010
Brands/trading names covered: Thomas Cook Personal Finance Ltd.

Thomas Cook Personal Finance Ltd

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

1,479

1,481

99%

39%

Home finance

0

0

0%

0%

General insurance and pure protection

29

25

100%

8%

Decumulation, life and pensions

0

0

0%

0%

Investments

0

0

0%

0%

Total

1,508

1,506

99%

38%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 January to 30 June, 2010*
Brands/trading names covered: Barclays Bank Plc, Barclays Sharedealing, Barclays Stockbrokers Limited, Clydesdale Financial Services Limited, Firstplus Financial Group Plc, Woolwich Plan Managers Limited, Thomas Cook Personal Finance Ltd, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.

Barclays Group summary

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

246,367

411,394

91%

31%

Home finance

9,387

9,760

75%

59%

General insurance and pure protection

42,767

39,732

59%

57%

Decumulation, life and pensions

1,993

2,395

65%

31%

Investments

7,108

8,182

73%

24%

Total

307,622

471,463**

87%

34%

*For all brands except Thomas Cook Personal Finance Ltd., which reflects the period of 1 September, 2009 to 28 February, 2010.

**The closed complaints are higher due to Barclays closing complaints that were opened in the previous six-month period. For this report, it would be those cases opened before 1 January, 2010, but closed in the period of 1 January to 30 June, 2010. Included in the 'Number of Complaints Closed - Banking' figures are bank charges cases, which have been on hold for two years awaiting the Supreme Court's decision, which it made in November 2009.

Additional context

Additional context

FSA category

Complaints per category

Banking

6.54 per 1,000 accounts

Mortgages

10.26 per 1,000 loans outstanding

General insurance and protection

8.56 per 1,000 policies

Life and pensions

3.18 per 1,000 policies

Investments

5.20 per 1,000 investment plans

The above information refers to the same period as the complaints volumes on the Complaints tab (1 January - 30 June, 2010), apart from Thomas Cook Personal Finance Ltd (1 September, 2009 - 28 February, 2010).

Note:

Barclays has restated its complaints numbers for first half 2010 (1 January 2010 to 30 June 2010), in line with the methodology used in the latest return to the FSA (from 259,266 to 307,622). This has resulted in an overall rise in the volume of complaints for that period. Following an internal review of complaint categorisation, we identified a need to adopt a tighter interpretation of when a complaint is closed.

In essence, previously we recorded a customer's complaint as resolved when we replied to the customer in writing, fully within two days, but had not received any confirmation from the customer that they were satisfied with our response.