Barclays Bank says it is making serious efforts to tackle the outsized number of customer complaints which saw it lead the FCA's complaints table.
Barclays' head of customer experience, Bob Cliff said in a statement: "We take every complaint incredibly seriously. When we make a mistake, we act quickly to fix the root cause. Our goal is to exceed what our customers expect from their bank, and we won’t stop until we’ve achieved this.”
Barclays own H1 2017 results show they are making progress in the reduction of complaints compared first half in 2016. The bank says it saw a 10% decline in complaints and excluding Payment Protection Insurance, complaints were down 18%. It also claims that day-to-day banking complaints reduced 20%.
Change of perspective?
However, the bank said looking at the number of complaints in context to the size of each organisation offers a different view. For example, taking in to account complaints per 1,000 accounts a bank like Coutts received 13 complaints per 1,000 accounts; HSBC received 7.2 and RBS received 7.1 while Barclays received 7.0.
Barclays also noted that a Group-level comparison draws another picture altering the way the bank is ranked. So while the total number of complaints encompassed Barclays' personal, premier, business, corporate, wealth and Barclaycard customers by contrast, other banks have their customers split over a greater number of entities.
Lloyds Banking Group, for example, has many smaller banks including Lloyds Bank, Halifax and Bank of Scotland. From this perspective that would pole-vault Lloyds to the top of the table with 632,925 complaints vs. Barclays (463,256).