FCA flags up Barclays as the most complained about bank

Lloyds TSB and Bank of Scotland also at the top of the list in the table of shame

Barclays has once again topped the official complaints table of shame published by the City regulator.

The bank – which was accused of having an “entitlement culture” by an independent report this month – was the most criticised financial-services brand in the second half of 2012 with 414,302 new complaints.

It was followed by two brands from Lloyds Banking Group, Lloyds TSB – with 349,386 complaints – and Bank of Scotland – with 338,912. The figures leave Lloyds named as the most complained about financial-services group by the Financial Conduct Authority.

However, the bank was keen to deflect its poor complaints record. Group customer service director, Martin Dodd, said: “It’s important to look at complaints figures in the context of the number of accounts. When you do this, it’s clear that the group, including Lloyds TSB and Halifax, receives fewer banking complaints than any other major bank.”

He said the group’s figures are now equivalent to receiving 1.1 complaints per 1,000 accounts, compared with 1.5 at the end of 2011, and 2.1 at the end  of 2010.

In fact Santander topped the table for banking complaints with 125,451, followed by Barclays with 118,031 and NatWest with 81,519. In total there were almost 3.5 million complaints about financial service firms during the  six months to the end of 2012 with the majority – 2.1 million – about mis-sold payment protection insurance (PPI).

The total figure was 1 per cent higher than the first half of the year as the number of PPI complaints climbed by 5 per cent. Complaints about current accounts actually fell 6 per cent while grumbles about insurance – other than PPI – rose 6 per cent.

Current accounts generated just over 300,000 complaints while there were just under 300,000 complaints about car and home insurance. However, a Which? survey into banking complaints showed that more than a fifth – 22 per cent – about current accounts were not dealt with satisfactorily by banks, according to their customers. Two-thirds of customers with current account problems complained to their bank, with three in 10 having to complain more than once before it was resolved.

However, half were resolved on the same day or the day after the bank received the initial contact and these complaints do not have to be reported to the Financial Conduct Authority (FCA) and so do not appear in official statistics, Which? pointed out.

Martin Wheatley, FCA chief executive, said the total amount of redress paid to customers in the six months to the end of December 2012 was just under £3bn.

Jo Causon, chief executive of the Institute of Customer Service – which has just published its latest customer satisfaction research – said banks should study other industries to improve their complaints’ handling.

“Banks must look to top performers, such as online retailer ASOS and John Lewis, as examples of best practice, and identify how they can adapt to changes in the sector to improve the experience they offer customers.”

News
A 1930 image of the Karl Albrecht Spiritousen and Lebensmittel shop, Essen. The shop was opened by Karl and Theo Albrecht’s mother; the brothers later founded Aldi
people
Arts and Entertainment
Standing the test of time: Michael J Fox and Christopher Lloyd in 'Back to the Future'
filmA cult movie event aims to immerse audiences of 80,000 in ‘Back to the Future’. But has it lost its magic?
Arts and Entertainment
Flora Spencer-Longhurst as Lavinia, William Houston as Titus Andronicus and Dyfan Dwyfor as Lucius
theatreThe Shakespeare play that proved too much for more than 100 people
News
exclusivePunk icon Viv Albertine on Sid Vicious, complacent white men, and why free love led to rape
PROMOTED VIDEO
Arts and Entertainment
Stir crazy: Noel Fielding in 'Luxury Comedy 2: Tales from Painted Hawaii'
comedyAs ‘Luxury Comedy’ returns, Noel Fielding on why mainstream success scares him and what the future holds for 'The Boosh'
Life and Style
Flow chart: Karl Landsteiner discovered blood types in 1900, yet scientists have still not come up with an explanation for their existence
lifeAll of us have one. Yet even now, it’s a matter of debate what they’re for
Arts and Entertainment
'Weird Al' Yankovic, or Alfred Matthew, at the 2014 Los Angeles Film Festival Screening of
musicHis latest video is an ode to good grammar. But what do our experts think he’s missed out?
Sport
New Real Madrid signing James Rodríguez with club president Florentino Perez
sportColombian World Cup star completes £63m move to Spain
Travel
Hotel Tour d’Auvergne in Paris launches pay-what-you-want
travelIt seems fraught with financial risk, but the policy has its benefits
Arts and Entertainment
booksThe best children's books for this summer
Life and Style
News to me: family events were recorded in the personal columns
techFamily events used to be marked in the personal columns. But now Facebook has usurped that
News
ebookA unique anthology of reporting and analysis of a crucial period of history
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs Money & Business

Programme Director - Conduct Risk - London

£850 - £950 per day: Orgtel: Programme Director - Conduct Risk - Banking - £85...

Business Analyst (Agile, SDLC, software)

£45000 - £50000 Per Annum + excellent benefits: Clearwater People Solutions Lt...

Finance Manager - Bank - Leeds - £300/day

£250 - £300 per day + competitive: Orgtel: Finance Manager - Accountant - Bank...

Compliance Officer - CF10, CF11, Compliance Oversight, AML, FX

£100000 - £120000 per annum + BONUS + BENEFITS: Harrington Starr: A leading fi...

Day In a Page

Noel Fielding's 'Luxury Comedy': A land of the outright bizarre

Noel Fielding's 'Luxury Comedy'

A land of the outright bizarre
What are the worst 'Word Crimes'?

What are the worst 'Word Crimes'?

‘Weird Al’ Yankovic's latest video is an ode to good grammar. But what do The Independent’s experts think he’s missed out?
Can Secret Cinema sell 80,000 'Back to the Future' tickets?

The worst kept secret in cinema

A cult movie event aims to immerse audiences of 80,000 in ‘Back to the Future’. But has it lost its magic?
Facebook: The new hatched, matched and dispatched

The new hatched, matched and dispatched

Family events used to be marked in the personal columns. But now Facebook has usurped the ‘Births, Deaths and Marriages’ announcements
Why do we have blood types?

Are you my type?

All of us have one but probably never wondered why. Yet even now, a century after blood types were discovered, it’s a matter of debate what they’re for
Honesty box hotels: You decide how much you pay

Honesty box hotels

Five hotels in Paris now allow guests to pay only what they think their stay was worth. It seems fraught with financial risk, but the honesty policy has its benefit
Commonwealth Games 2014: Why weight of pressure rests easy on Michael Jamieson’s shoulders

Michael Jamieson: Why weight of pressure rests easy on his shoulders

The Scottish swimmer is ready for ‘the biggest race of my life’ at the Commonwealth Games
Some are reformed drug addicts. Some are single mums. All are on benefits. But now these so-called 'scroungers’ are fighting back

The 'scroungers’ fight back

The welfare claimants battling to alter stereotypes
Amazing video shows Nasa 'flame extinguishment experiment' in action

Fireballs in space

Amazing video shows Nasa's 'flame extinguishment experiment' in action
A Bible for billionaires

A Bible for billionaires

Find out why America's richest men are reading John Brookes
Paranoid parenting is on the rise - and our children are suffering because of it

Paranoid parenting is on the rise

And our children are suffering because of it
For sale: Island where the Magna Carta was sealed

Magna Carta Island goes on sale

Yours for a cool £4m
Phone hacking scandal special report: The slide into crime at the 'News of the World'

The hacker's tale: the slide into crime at the 'News of the World'

Glenn Mulcaire was jailed for six months for intercepting phone messages. James Hanning tells his story in a new book. This is an extract
We flinch, but there are degrees of paedophilia

We flinch, but there are degrees of paedophilia

Child abusers are not all the same, yet the idea of treating them differently in relation to the severity of their crimes has somehow become controversial
The truth about conspiracy theories is that some require considering

The truth about conspiracy theories is that some require considering

For instance, did Isis kill the Israeli teenagers to trigger a war, asks Patrick Cockburn