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Barclays tops complaints league table

Barclays Bank received more complaints than any other financial institution during the second half of last year.

FSA complaints figures published today reveal that the bank received 276,315 new complaints between July and December last year.  Over the same period it closed 279,646 complaints, and of those 55 per cent were upheld.

Across the Barclays group, including the bank, life assurance, share dealing and stockbroking divisions, the company received a total of 280, 771 complaints.

Santander received 195,475 new complaints, and upheld 53 per cent of the 252,963 complaints it resolved.

Lloyds TSB Bank received 175,892 new complaints, closed 136,908, of which 48 per cent were upheld.

Overall Lloyds Banking group received a total of 216,246 complaints, including its brands Black Horse, Cheltenham & Gloucester, Lloyds TSB General Insurance, Lloyds TSB Insurance Services, Clerical Medical Investment Group and Scottish Widows.

Out of the life offices Aviva fared the worst on complaints, with 18,011 relating to Aviva Insurance. The Aviva Insurance arm closed 18,390 complaints over the same period, and upheld 55 per cent of them.

Prudential came next, with 8,458 new complaints. It closed 8,242 cases of which 37 per cent were upheld.

Zurich had 6,337 complaints, closed 5,832 and upheld 59 per cent of them.

Zurich received a total of 9,995 complaints across the Zurich Assurance and Zurich Insurance companies.

The FSA says: “The FSA is committed to greater transparency where it will benefit consumers. Publishing this data brings complaints to the attention of firms and consumers alike, and gives firms a benchmark and an incentive to improve how they treat their customers and handle complaints.”

The FSA complaints figures reflect the complaints that have been received by the companies in the first instance. The Financial Ombudsman Service complaints figures published in February reflect the complaints that have been through the company’s internal complaints procedure and which are then referred to FOS.

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Comments

There are 3 comments at the moment, we would love to hear your opinion too.

  1. HECTOR……NOW WILL YOU LISTEN?….AND OPEN YOUR TOTALLY BIASED EYES…AND SEE THINGS HOW THEY REALLY ARE….AND NOT IGNORE THESE FIGURES….YOUR OWN DAMNED FSA FIGURES…..IT’S NOT TOO LATE TO SMELL THE COFFEE….

    OR WILL JUST PRETEND IT’S ALL A MIRAGE?

  2. Which ever way you spin these numbers, that is a lot of individuals who have been motivated sufficiently to make those complaints, irrespective of subject matter. I am not bank bashing per se but there would appear to be just a few fundamental problems in the industry still. Is anyone listening?

  3. As a complaint handler for Barclays i can tell you there are plenty of complaints that are valid and needed but most of the time when i call customers to discus their case they reply by saying “I wasn’t really complaining, i was just raising a query”. Usually the valid complaints are caused by a silly mistake made by a branch member or telephony advisor misunderstanding proving that human error is the biggest cause of disatisfaction. However thesame staff that cause the problems seem to respond to a customers request which they cant resolve as a complaint and escalate it to us, for example, customer wants to know why a ddr has been cancelled, instead of looking on the systems and giving them the answer, they send a complaint to us. I’m saying this to point out that yes they get alot of complaints but the majority of them wouldn’t have been needed if the proper actions were taken

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