July to December 2013
|
Number of complaints opened |
Number of complaints closed |
Complaints closed within eight weeks (%) |
Complaints upheld by firm (%) |
|
|---|---|---|---|---|
|
Banking |
82,543 |
79,114 |
92% |
45% |
|
Home finance |
4,520 |
3,885 |
94% |
53% |
|
General insurance and pure protection |
225.229 |
249,379 |
85% |
73% |
|
Decumulation, life and pensions |
897 |
894 |
81% |
37% |
|
Investments |
3,852 |
4,002 |
86% |
49% |
|
Total |
317,041 |
337,274 |
86% |
66% |
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 |
80,067 |
76,667 |
92% |
45% |
|
Home finance |
4,503 |
3,867 |
94% |
53% |
|
General insurance and pure protection |
222,946 |
246,705 |
85% |
73% |
|
Decumulation, life and pensions |
763 |
766 |
80% |
33% |
|
Investments |
1,215 |
1,280 |
66% |
48% |
|
Total |
309,494 |
329,285 |
86% |
66% |
Barclays Stockbrokers Limited
Firm name: Barclays Stockbrokers Limited
Group: Barclays Group
Other firms included in this report (if any):
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 |
0 |
0 |
0% |
0% |
|
Home finance |
0 |
0 |
0% |
0% |
|
General insurance and pure protection |
0 |
0 |
0% |
0% |
|
Decumulation, life and pensions |
121 |
122 |
89% |
89% |
|
Investments |
1,799 |
1,819 |
96% |
52% |
|
Total |
1,920 |
1,941 |
96% |
52% |
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 |
1,939 |
1,881 |
89% |
26% |
|
Home finance |
0 |
0 |
0% |
0% |
|
General insurance and pure protection |
74 |
72 |
99% |
94% |
|
Decumulation, life and pensions |
0 |
0 |
0% |
0% |
|
Investments |
0 |
0 |
0% |
0% |
|
Total |
2,013 |
1,953 |
90% |
29% |
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 |
537 |
566 |
98% |
35% |
|
Home finance |
17 |
18 |
83% |
17% |
|
General insurance and pure protection |
2,209 |
2,602 |
95% |
92% |
|
Decumulation, life and pensions |
0 |
0 |
0% |
0% |
|
Investments |
0 |
0 |
0% |
0% |
|
Total |
2,763 |
3,186 |
96% |
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 |
0 |
0 |
0% |
0% |
|
Home finance |
0 |
0 |
0% |
0% |
|
General insurance and pure protection |
0 |
0 |
0% |
0% |
|
Decumulation, life and pensions |
13 |
6 |
83% |
17% |
|
Investments |
838 |
903 |
94% |
44% |
|
Total |
851 |
909 |
94% |
43% |
Additional context
Barclays Group has over 42 million Banking category related accounts, including current accounts, credit cards, personal loans and savings accounts. This means we reported 1.94 Banking complaints per 1,000 accounts.
For every Home Finance (mortgage) account, we reported 4.63 complaints for every 1,000 loans outstanding.
In total, we reported 57.79 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 1.73 complaints per 1,000 accounts.