Barclays makes inroads into customer complaints
New figures from Barclays show a 31% drop in complaints for the “Banking” category in 2011, compared with a year earlier.
What’s more, “Banking” complaints for the final six months of 2011 were down 10% versus the first half, indicating continued progress.
However, in the “General Insurance and Pure Protection” category, which houses Payment Protection Insurance (PPI), complaints increased 102% on an annual basis.
The second half of last year saw a 67% surge in complaints in this category, compared with the January to June period.
Overall, customer complaints to Barclays for the whole of last year were down 11% compared with 2010.
The bank acknowledges that volumes are still too high and is aiming to deliver further significant reductions by the summer (excluding PPI).
Barclays’ chief executive retail and business banking, Antony Jenkins, comments: “Tackling complaints is our top priority and today’s figures show real sustained progress on delivering on our commitments, with a reduction of over 30% in Banking complaints.”
He adds: “We are aiming for further significant reductions in underlying complaints in the first half of 2012 as we continue on our journey to get it right first time, every time, for our customers.”
Category: Banking News, Barclays News, Insurance Service News
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