Barclays site slow to load during upgrade
The BBC today reported that around 10 per cent of Barclays’ customers are experiencing delays when they try to access online banking.
The bank has been phasing in improvements to its site since January and the rebuilt site is proving slow to load today, which is one of the busiest days of the month for transactions.
Social networking sites have been inundated with complaints from frustrated customers.
However the bank does expect the problem to be resolved by the end of the day.
“We apologise to customers who may be experiencing slow responses from Barclays online banking,” a spokeswoman said.
“We are seeing higher than normal volumes of traffic but the service remains available and we are working on the response times during the course of today,” she continued.
The latest figures from the Financial Services Authority (FSA) show that Barclays was the UK’s most complained about bank in 2011.
Barclays received 533,047 complaints last year, 281,484 of them in the final six months.
The majority of complaints were related to claims over the mis-selling of Payment Protection Insurance (PPI).
The bank received 146,316 banking services-related complaints in the second half and just over 50 per cent of these were upheld in the customer’s favour.
Antony Jenkins, chief executive of Barclays global retail and business banking, said: “Complaints are still higher than our customers should expect, but we are on the right track in bringing them down.”
Lloyds TSB received 422,830 complaints in 2011, making it the UK’s second most complained to bank.
It received 240,923 of these in the second half of the year, due to an increase in PPI claims.
It has set aside £3.2bn of compensation for customers who were mis-sold PPI.
The Royal Bank of Scotland received more than 206,000 complaints in the second half of 2011.
Nationwide was the least complained about major high street bank, receiving just 0.7 complaints per 1,000 accounts.