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UK complaints data - January to June 2011
Detailed below is Barclays FSA reportable complaints data:
- Barclays Bank Plc
- Barclays Stockbrokers Limited
- Clydesdale Financial Services Limited
- Firstplus Financial Group Plc
- Woolwich Plan Managers Limited
- Thomas Cook Personal Finance Ltd
- Barclays Group summary
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 January - 30 June 2011
Brands/trading names covered: Barclays Bank Plc, Barclays Retail Bank, Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.
| Number of complaints open | Number of complaints closed | Complaints resolved 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.
| Number of complaints open | Number of complaints closed | Complaints resolved within eight weeks (%) | Complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | - | - | - | - |
| Home finance |
- | - | - | - |
| General insurance and pure protection | - | - | - | - |
| Decumulation, life and pensions | 93 | 105 | 86% | 23% |
| Investments | 2,109 | 2,130 | 92% | 22% |
| Total | 2,202 | 2,235 | 91% | 22% |
Clydesdale Financial Services Limited
Firm name: Clydesdale Financial Services 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: 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 | 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):
Period covered in this report: 1 January - 30 June 2011
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 | 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):
Period covered in this report: 1 January - 30 June 2011
Brands/trading names covered: 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.
| 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.
| 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 | 2,339 | 91% | 23% |
| Investments | 7,199 | 6,306 | 86% | 38% |
| 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.
Related links
UK complaints data - July to December 2010
Detailed below is Barclays FSA reportable complaints data:
- 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
- Barclays Group summary
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 2010
Brands/trading names covered: Barclays Bank Plc, Barclays Retail Bank, Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, Standard Life Cash Savings & Mortgages, Standard Life Cash Savings, Standard Life Mortgages.
| Number of complaints open | Number of complaints closed | Complaints resolved 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.
| Number of complaints open | Number of complaints closed | Complaints resolved 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 July - 31 December 2010
Brands/trading names covered: Barclays Stockbrokers Limited
| Number of complaints open | Number of complaints closed | Complaints resolved 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):
Period covered in this report: 1 July - 31 December 2010
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 | 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):
Period covered in this report: 1 July - 31 December 2010
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 | 684 | 675 | 92% | 20% |
| Home finance |
0 | 0 | 0% | 0% |
| 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 | 4,591 | 69% | 12% |
Woolwich Plan Managers Limited
Firm name: Woolwich Plan Managers Limited
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: 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.
| 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.
| Number of complaints open | Number of complaints closed | Complaints resol 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
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 same period as the complaints volumes on the Complaints tab (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.
Related links
UK complaints data - January to June 2010
Detailed below is Barclays FSA reportable complaints data:
- 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
- Barclays Group summary
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 January - 30 June 2010
Brands/trading names covered: Barclays Bank Plc, Barclays Retail Bank, Barclaycard, Barclays Wealth, Barclays Business Bank, Barclays Corporate Bank, 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 | 240,883 | 407,175 | 91% | 31% |
| Home finance |
9,384 | 9,756 | 75% | 59% |
| General insurance and pure protection | 38,187 | 34,890 | 58% | 63% |
| Decumulation, life and pensions | 1,829 | 2,215 | 63% | 32% |
| Investments | 2,016 | 2,592 | 44% | 28% |
| Total | 292,299 | 456,628 | 88% | 34% |
Barclays Sharedealing
Firm name: Barclays Sharedealing
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 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 | 37 | 41 | 80% | 17% |
| Investments | 670 | 756 | 87% | 11% |
| Total | 707 | 797 | 87% | 12% |
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.
| Number of complaints opened | Number of complaints closed | Complaints closed within eight weeks (%) | Complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 0 | 1 | 0% | 0% |
| Home finance |
0 | 0 | 0% | 0% |
| General insurance and pure protection | 0 | 0 | 0% | 0% |
| Decumulation, life and pensions | 125 | 137 | 82% | 15% |
| Investments | 3,363 | 3,759 | 86% | 14% |
| Total | 3,488 | 3,897 | 86% | 14% |
Clydesdale Financial Services Limited
Firm name: Clydesdale Financial Services 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: 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 | 3,434 | 2,151 | 90% | 20% |
| Home finance |
0 | 0 | 0% | 0% |
| General insurance and pure protection | 415 | 175 | 97% | 7% |
| Decumulation, life and pensions | 0 | 0 | 0% | 0% |
| Investments | 0 | 0 | 0% | 0% |
| Total | 3,849 | 2,326 | 91% | 19% |
Firstplus Financial Group Plc
Firm name: Firstplus Financial Group Plc
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: Firstplus Financial Group Plc.
| Number of complaints opened | Number of complaints closed | Complaints closed within eight weeks (%) | Complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 571 | 586 | 93% | 25% |
| Home finance |
3 | 4 | 100% | 0% |
| General insurance and pure protection | 4,136 | 4,642 | 65% | 8% |
| Decumulation, life and pensions | 2 | 2 | 100% | 0% |
| Investments | 0 | 0 | 0% | 0% |
| Total | 4,712 | 5,234 | 68% | 10% |
Woolwich Plan Managers Limited
Firm name: Woolwich Plan Managers 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: 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 | 1,059 | 1,075 | 91% | 59% |
| Total | 1,059 | 1,075 | 91% | 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 September, 2009 - 28 February, 2010
Brands/trading names covered: Thomas Cook Personal Finance Ltd.
| Number of complaints opened | Number of complaints closed | Complaints closed within eight weeks (%) | Complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 1,479 | 1,481 | 99% | 39% |
| Home finance |
0 | 0 | 0% | 0% |
| General insurance and pure protection | 29 | 25 | 100% | 8% |
| Decumulation, life and pensions | 0 | 0 | 0% | 0% |
| Investments | 0 | 0 | 0% | 0% |
| Total | 1,508 | 1,506 | 99% | 38% |
Barclays Group summary
Other firms included in this report (if any): Barclays Insurance Services Company Ltd
Period covered in this report: 1 January to 30 June, 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.
| Number of complaints opened | Number of complaints closed | Complaints closed within eight weeks (%) | Complaints upheld by firm (%) | |
|---|---|---|---|---|
| Banking | 246,367 | 411,394 | 91% | 31% |
| Mortgages | 9,387 | 9,760 | 75% | 59% |
| General insurance and pure protection | 42,767 | 39,732 | 59% | 57% |
| Life and pensions | 1,993 | 2,395 | 65% | 31% |
| Investments | 7,108 | 8,182 | 73% | 24% |
| Total | 307,622 | 471,463** | 87% | 34% |
*For all brands except Thomas Cook Personal Finance Ltd., which reflects the period of 1 September, 2009 to 28 February, 2010.
**The closed complaints are higher due to Barclays closing complaints that were opened in the previous six-month period. For this report, it would be those cases opened before 1 January, 2010, but closed in the period of 1 January to 30 June, 2010. Included in the 'Number of Complaints Closed - Banking' figures are bank charges cases, which have been on hold for two years awaiting the Supreme Court's decision, which it made in November 2009.
Additional context
| FSA category | Complaints per category |
|---|---|
| Banking | 6.54 per 1,000 accounts |
| Mortgages | 10.26 per 1,000 loans outstanding |
| General insurance and pure protection | 8.56 per 1,000 policies |
| Life and pensions | 3.18 per 1,000 policies |
| Investments | 5.20 per 1,000 investment plans |
The above information refers to the same period as the complaints volumes on the Complaints tab (1 January - 30 June, 2010), apart from Thomas Cook Personal Finance Ltd (1 September, 2009 - 28 February, 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.
