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In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. If complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.

This site provides an overview of Barclays FCA reportable complaints data since 2010 and highlights how we are driving down complaints by improving the overall customer experience. We are committed to delivering a sustained reduction in complaints and while we are heading in the right direction, we recognise we still have a way to go.

Our complaints data is published individually for each UK legal entity and in a Barclays Group summary, with segmentation across the five FCA product categories. Barclays Bank PLC accounts for the majority of all Barclays UK FCA reportable complaints (97%). Barclays complaints should be viewed within the context that we undertake over 1.5 million transactions per day, one of the highest volumes of transactions in the UK banking industry.

Detailed below is Barclays FCA reportable complaints data.

Barclays Group summary

Period covered in this report: 1 July - 31 December 2012
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.

Barclays Group summary

Number of complaints opened

Number of complaints closed

Complaints closed within eight weeks (%)

Complaints upheld by firm (%)

Banking

121,115

173,486

71%

32%

Home finance

5,289

5,685

81%

52%

General insurance and pure protection

294,814

341,710

87%

66%

Decumulation, life and pensions

2,027

2,146

62%

28%

Investments

4,089

4,373

76%

45%

Total

427,334

527,400

82%

54%

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

118,031

169,841

71%

32%

Home finance

5,257

5,653

81%

52%

General insurance and pure protection

286,919

333,556

87%

65%

Decumulation, life and pensions

1,944

2,058

61%

27%

Investments

2,151

2,387

60%

43%

Total

414,302

513,495

81%

54%

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 2012
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

n/a

n/a

n/a

n/a

Home finance

n/a

n/a

n/a

n/a

General insurance and pure protection

1

1

0%

100%

Decumulation, life and pensions

81

80

98%

55%

Investments

1,193

1,211

98%

45%

Total

1,275

1,275

98%

46%

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

2,596

3,174

88%

33%

Home finance

n/a

n/a

n/a

n/a

General insurance and pure protection

166

230

78%

84%

Decumulation, life and pensions

n/a

n/a

n/a

n/a

Investments

n/a

n/a

n/a

n/a

Total

2,762

3,404

87%

36%

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

488

471

99%

43%

Home finance

32

32

100%

38%

General insurance and pure protection

7,728

7,923

98%

96%

Decumulation, life and pensions

n/a

n/a

n/a

n/a

Investments

n/a

n/a

n/a

n/a

Total

8,248

8,426

98%

93%

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

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

2

8

38%

50%

Investments

745

775

89%

49%

Total

747

783

88%

49%

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 2.92 Banking complaints per 1,000 accounts.

For every Home Finance (mortgage) account, we reported 5.58 complaints for every 1,000 loans outstanding.

In total, we reported 73.37 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 1.71 complaints per 1,000 accounts.

We reported 3.63 complaints per 1,000 Decumulation, Life and Pensions accounts.

In the Investments category, we reported 2.88 complaints per 1,000 accounts.