-

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

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.

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.

Clydesdale Financial Services Limited

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.

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.

Woolwich Plan Managers 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

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.

 

Barclays Group summary

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