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July to December 2010

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

205,151

227,629

96%

52%

Home finance

8,580

7,898

78%

61%

General insurance and pure protection

59,003

40,230

65%

68%

Decumulation, life and pensions

1,530

1,688

85%

31%

Investments

2,051

2,201

84%

43%

Total

276,315

279,646

91%

55%

Barclays Sharedealing

Firm name: Barclays Sharedealing
Group: Barclays Group
Other firms included in this report (if any): 
Period covered in this report: 1 July - 31 December 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

29

32

88%

13%

Investments

561

612

89%

13%

Total

590

644

89%

13%

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

105

116

85%

16%

Investments

2,801

3,061

90%

17%

Total

2,906

3,177

90%

17%

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

7,995

6,403

68%

23%

Home finance

0

0

0%

0%

General insurance and pure protection

69

24

88%

21%

Decumulation, life and pensions

0

0

0%

0%

Investments

0

0

0%

0%

Total

8,064

6,427

68%

23%

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

684

675

92%

20%

Home finance

16

19

89%

16%

General insurance and pure protection

3,967

3,916

65%

11%

Decumulation, life and pensions

0

0

0%

0%

Investments

0

0

0%

0%

Total

4,651

4,651

69%

12%

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

815

891

93%

59%

Total

815

891

93%

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 March – 31 August 2010
Brands/trading names covered: Thomas Cook Personal Finance Ltd.

Woolwich Plan Managers Limited

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

1,496

1,518

100%

30%

Home finance

0

0

0%

0%

General insurance and pure protection

54

56

100%

14%

Decumulation, life and pensions

0

0

0%

0%

Investments

0

0

0%

0%

Total

1,550

1,574

100%

30%

Barclays Group summary

Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 July to 31 December 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

215,326

236,225

95%

51%

Home finance

8,580

7,898

78%

61%

General insurance and pure protection

63,093

44,226

65%

63%

Decumulation, life and pensions

1,664

1,836

85%

30%

Investments

6,228

6,765

88%

31%

Total

294,891

296,950

90%

53%

Additional context

Additional context

FSA category

Complaints per category

Banking

5.56 per 1,000 accounts

Mortgages

9.35 per 1,000 loans outstanding

General insurance and pure protection

12.83 per 1,000 policies

Life and pensions

2.71 per 1,000 policies

Investments

4.34 per 1,000 investment plans

The above information refers to the period from 1 July to 31 December, 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.