January to June 2011
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.
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within eight weeks (%) |
Complaints upheld by firm (%) |
|
|---|---|---|---|---|
|
Banking |
162,611 |
171,457 |
95% |
53% |
|
Home finance |
8,894 |
9,068 |
76% |
60% |
|
General insurance and pure protection |
73,692 |
19,399 |
42% |
52% |
|
Decumulation, life and pensions |
2,456 |
2,234 |
91% |
23% |
|
Investments |
3,910 |
3,132 |
77% |
44% |
|
Total |
251,563 |
205,290 |
89% |
53% |
Notes:
- Barclays Bank Plc numbers include complaints from the vast majority (94%) of our UK businesses
- Barclays Bank Plc complaints of 251,563 for six months should be viewed within the context that it undertakes over 1.5 million transactions per day, one of the highest volumes of transactions in the UK banking industry
- Barclays FSA reportable complaints now include complaints from Egg’s UK credit card assets and MBNA Europe Bank Limited’s Small Business credit card portfolio, which have been acquired by Barclays in the first half of 2011 and were not included in previous reporting periods.
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 2011
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 |
- |
- |
- |
- |
|
Home Finance |
- |
- |
- |
- |
|
General insurance and pure protection |
- |
- |
- |
- |
|
Decumulation, life and pensions |
93 |
105 |
86% |
23% |
|
Investments |
2,202 |
2,235 |
91% |
22% |
|
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 |
5,933 |
6,943 |
81% |
28% |
|
Home Finance |
- |
- |
- |
- |
|
General insurance and pure protection |
881 |
1,160 |
85% |
2% |
|
Decumulation, life and pensions |
- |
- |
- |
- |
|
Investments |
- |
- |
- |
- |
|
Total |
6,814 |
8,103 |
82% |
25% |
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 |
576 |
519 |
96% |
28% |
|
Home Finance |
9 |
6 |
100% |
- |
|
General insurance and pure protection |
3,289 |
1,151 |
59% |
19% |
|
Decumulation, life and pensions |
- |
- |
- |
- |
|
Investments |
- |
- |
- |
- |
|
Total |
3,874 |
1,676 |
70% |
21% |
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 |
- |
- |
- |
- |
|
Home Finance |
- |
- |
- |
- |
|
General insurance and pure protection |
- |
- |
- |
- |
|
Decumulation, life and pensions |
- |
- |
- |
- |
|
Investments |
1,180 |
1,044 |
99% |
53% |
|
Total |
1,180 |
1,044 |
99% |
53% |
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 2010 - 28 February 2011
Brands/trading names covered: Thomas Cook Personal Finance Ltd
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within eight weeks (%) |
Complaints upheld by firm (%) |
|
|---|---|---|---|---|
|
Banking |
1,184 |
1,394 |
100% |
44% |
|
Home Finance |
- |
- |
- |
- |
|
General insurance and pure protection |
18 |
36 |
100% |
17% |
|
Decumulation, life and pensions |
- |
- |
- |
- |
|
Investments |
- |
- |
- |
- |
|
Total |
1,202 |
1,430 |
100% |
43% |
Barclays Group summary
Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 January - 30 June 2011
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.
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within eight weeks (%) |
Complaints upheld by firm (%) |
|
|---|---|---|---|---|
|
Banking |
170,304 |
180,313 |
94% |
52% |
|
Home Finance |
8,903 |
9,074 |
76% |
60% |
|
General insurance and pure protection |
77,880 |
21,746 |
45% |
48% |
|
Decumulation, life and pensions |
2,549 |
6,306 |
86% |
38% |
|
Investments |
7,199 |
1,876 |
88% |
45% |
|
Total |
266,835 |
219,778 |
89% |
51% |
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 four Banking complaints per 1,000 accounts
For every Home finance (mortgage) account, we reported 10 complaints for every 1,000 loans outstanding
In total, we reported 16 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 less than one complaint per 1,000 accounts
We reported four complaints per 1,000 Decumulation, Life and Pensions accounts
In the Investments category, we reported five complaints per 1,000 accounts