While we’re working hard to reduce customer complaints, we realise we can do much more to deal with complaints effectively and efficiently, and prevent similar problems arising in the future.
We focus on a speedy resolution wherever possible, however, we recognise complaints give us an opportunity to listen to and better understand the needs of our customers. We use this feedback to learn, continually improve our processes and prevent issues from reoccurring. We’re doing this by analysing and resolving the root causes of customer concerns and identifying ways to improve our complaints resolution service.
For example, Barclaycard is working to ensure that customers always receive a call back when one is promised and are given the help they need at their first point of contact. In Spain, we saw a reduction in complaints about transfers after introducing a new method of validating secure transactions using SMS messaging.
| Total global complaints received in 2011 by business |
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UK context
Customer complaints remain a particular challenge in the UK. In 2011 we made significant progress in improving the customer experience and reducing overall complaints. We achieved a 30%1 reduction in FSA-reportable Banking complaint volumes (excluding Payment Protection Insurance). For example, UK Retail and Business Banking has made it easier for business customers to open accounts, with 98% now opened within 24 hours. This has led to a 40% reduction in the complaints made by business customers about this issue.
| Barclays Bank PLC1 Banking category complaints |
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While our improvement in complaints is encouraging, volumes overall are still too high, particularly those relating to Payment Protection Insurance (PPI) in the UK (see 2011/12 challenges for more information). PPI will continue to have an impact on complaint volumes in 2012; we will continue to work hard to clear PPI complaints as quickly as possible, resolving all complaints in a transparent and efficient way. To further support consumers, Barclays has established a partnership with the consumer agency, ‘Which?’, to launch a national public awareness campaign to support consumers with PPI complaints, helping them avoid the pitfalls of using some claims management companies.
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