Number of Barclays complaints on the decline, bank reports

One major high street provider of personal and business bank accounts recently reported that the annual number of complaints made against it last year is significantly reduced from its 2010 complaints figures.

Retail banking institution Barclays gained infamy for its massive complaints rate in the first six months of 2011.  However, the bank has done much to reverse the worrisome trend in the second half of last year, with the complaints data compiled by the Financial Services Authority finding that there were less than 150,000 complaints made against Barclays, or a 31 per cent drop year-on-year.

In fact the retail savings account provider’s overall complaints volume for the year went down even in the face of PPI related complaints driving complaints volume in 2011’s second half up by 67 per cent, while investment and pensions related complaints volume also increased over the course of the year as well.  However, these complaints only comprised a small percentage of overall complaints figures, and excluding these, second half complaints figures declined by 11 per cent.

The bank is taking steps to get at the root of the previously high complaints figures, with Barclays aiming to continue its efforts to reduce complaints volume in 2012’s first half, says the bank’s retail and business banking chief executive, Antony Jenkins, who pledged that the bank has the ability go faster and further to drive down complaints and improve service.  Mr Jenkins said that Barclays is targeting even more significant complaints figure reductions over the first six months of 2012, with the bank pledging to work towards getting it right for their customers ‘first time, every time.’

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