Thursday, 23 February 2012

Barclays clocks up 1,500 complaints a day


Barclays has been clocking up over 1,500 complaints a day as its staff share £2.5billion bonuses. The bank had 281,484 customer gripes between July and December – up 12% on the first half of 2011. It blamed the surge on claims for mis-sold payment protection insurance. An ­Independent Banking ­Advisory Service spokesman said: “It’s coming back to bite them – although not quickly enough in our view.” All banks have to report complaints data for the second half of 2011 to the City watchdog the Financial Services Authority by the end of February. Barclays, which published its figures in advance, said PPI complaints hit nearly 123,000 between July and December - up by 67% from the first six months and double the number for the second half of 2010. Excluding PPI, total complaints dropped by 11% to 158,492 in the second half, or 336,363 for 2011 as a whole. Antony Jenkins, chief executive of Barclays Retail, said: “We can and will do more to improve service and go further and faster to drive down complaints. “We are aiming for further reductions in underlying complaints in the first half of 2012 as we continue on our journey to get it right first time, every time.” Eddy Weatherill, of the Independent Banking Advisory Service, said: “Barclays made a lot of profit from selling PPI and now it’s coming back to bite them. although not quickly enough in our view. “But I don’t think any of the banks are doing well on the complaints front, particularly when it comes to small businesses. “They have tried to ring every penny out of customers but, because of a lack of competition, people haven’t got decent choice when it comes to moving account.”