July to December 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
Period covered in this report: 1 July - 31 December 2011
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 |
146,316 |
155,257 |
96% |
52% |
|
Home finance |
6,837 |
7,913 |
82% |
59% |
|
General insurance and pure protection |
122,992 |
132,695 |
21% |
68% |
|
Decumulation, life and pensions |
2,055 |
1,946 |
72% |
27% |
|
Investments |
3,284 |
3,700 |
55% |
37% |
|
Total |
281,484 |
301,511 |
62% |
59% |
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 July - 31 December 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 |
n/a |
n/a |
n/a |
n/a |
|
Home finance |
1 |
n/a |
n/a |
n/a |
|
General insurance and pure protection |
n/a |
n/a |
n/a |
n/a |
|
Decumulation, life and pensions |
67 |
73 |
86% |
47% |
|
Investments |
1,347 |
1,407 |
96% |
36% |
|
Total |
1,415 |
1,480 |
96% |
36% |
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 |
4,707 |
3,941 |
95% |
29% |
|
Home finance |
n/a |
n/a |
n/a |
n/a |
|
General insurance and pure protection |
103 |
95 |
98% |
13% |
|
Decumulation, life and pensions |
n/a |
n/a |
n/a |
n/a |
|
Investments |
n/a |
n/a |
n/a |
n/a |
|
Total |
4,810 |
4,036 |
95% |
28% |
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 |
581 |
691 |
96% |
35% |
|
Home finance |
19 |
19 |
84% |
16% |
|
General insurance and pure protection |
3,966 |
6,399 |
15% |
86% |
|
Decumulation, life and pensions |
n/a |
n/a |
n/a |
n/a |
|
Investments |
n/a |
n/a |
n/a |
n/a |
|
Total |
4,566 |
7,109 |
23% |
81% |
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 |
n/a |
n/a |
n/a |
n/a |
|
Home finance |
n/a |
n/a |
n/a |
n/a |
|
General insurance and pure protection |
n/a |
n/a |
n/a |
n/a |
|
Decumulation, life and pensions |
3 |
2 |
100% |
0% |
|
Investments |
1,575 |
1,623 |
97% |
50% |
|
Total |
1,578 |
1,625 |
97% |
50% |
Barclays Group summary
Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 July - 31 December 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, 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 |
151,604 |
159,889 |
96% |
51% |
|
Home finance |
6,857 |
7,932 |
82% |
59% |
|
General insurance and pure protection |
127,061 |
139,189 |
21% |
69% |
|
Decumulation, life and pensions |
2,125 |
2,021 |
72% |
27% |
|
Investments |
6,206 |
6,730 |
74% |
40% |
|
Total |
293,853 |
315,761 |
62% |
59% |
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 3.72 Banking complaints per 1,000 accounts.
For every Home Finance (mortgage) account, we reported 7.35 complaints for every 1,000 loans outstanding.
In total, we reported 26.19 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 0.94 complaints per 1,000 accounts.
We reported 3.53 complaints per 1,000 Decumulation, Life and Pensions accounts.
In the Investments category, we reported 3.87 complaints per 1,000 accounts.