Customer complaints down at Barclays

| August 25, 2011
Customer complaints down at Barclays

Barclays has improved its customer service, with new complaints down 9% in the first half of 2011, compared with the previous six-month period, to 251,563.

However, in the general insurance and protection category, volumes increased 25% to 73,692 with payment protection insurance (PPI) complaints leading the surge.

The bank expects PPI volumes to be even greater during the remainder 2011 and says it is working hard to clear its backlog, giving priority to customers whose complaints were held up by the Judicial Review.

Complaints over investments also saw a sharp rise, from 2,051 in the second half of 2010, to 3,910 in the six months to the end of June, although banking complaints decreased by 21%, to 162,611.

The group’s chief executive, retail and business banking, Antony Jenkins, comments: “We have made good progress in reducing complaints with a substantial and sustainable reduction in banking complaints.”

He adds: “However, there is much more to be done and we are working hard to further improve our service to our customers; putting them at the heart of our business and getting it right first time, every time.”

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