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.