Barclays site slow to load during upgrade

| March 30, 2012
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.

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Comments (5)

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  1. Neil says:

    Always amusing how they say it is only a certain figure etc when this kind of thing happens. I guess I must be one of the 10% then as haven’t been able to login at all today. I hope the staff don’t ponder too hard on why they are the most complained about bank…

  2. L Zdunek says:

    The reported 10% is almost certainly wrong and shows that the BBC are doing the work of barclays by quoting the barclays spokesperson rather than doing a basic check on availability themselves. Just click on http://www.bbc.co.uk and try to log on to online banking!

  3. L Zdunek says:

    Oops, sorry, previous comment should have said http://www.barclays.co.uk and not http://www.bbc.co.uk, sorry.

  4. SP says:

    So if i cant pay credit card on time will they waiver the cost !!! It is awful site now bring back the old one I say.. If a good thing works why change it xx

  5. Lailah Dinshaw says:

    Slow to upload is a gross understatement. The new online website is dire- it is inadequate, loading is impossible, the bank automatically logs you out before you can select an option, frequent system error messages, and the new ebanking clearly didn;t undergo stringent testing before going live. The online banking that it has replaced was quick and efficient. If it aint broke why fix it? Barclays help desk should be renamed Unhelpful desk. It takes more than 45 minutes to get through, untrue assurances are given (such as everything is sorted when it clearly isn’t) and requests for call bsck aren’t actioned. I can’t accept that only a minority of customers has been affected. That is another Barclays gloss (to put it politely). The email link to the complaints desk does not function (is this deliberate?). No wonder it looks as if only some (rather than many) customers are affected because the vast majority find it difficult to contact the bank both by telephone and email in order to lodge a complaint. One would have more respect for the Bank if it admitted its incompetence and failure and sought to put things right by binning the new service and re-introducing its predecessor. I’ve been a customer of Barclays for more than 25 years, have been attempting to log on and operate my account since Monday but to no avail and this is the last straw. Am going to take my account elsewhere.