The FINANCIAL — Total Barclays complaints excluding PPI are down 42 per cent to 47,462 (Q3 2012 82,504); Complaints including PPI are also down 32 per cent to 162,360 (Q3 2012 237,399); Banking complaints are down 44 per cent to 42,474 (Q3 2012 76,369), according to Barclays.
This quarter’s Spotlight Report examines current account security, including lost and stolen cards, debit card fraud and disputes. Keeping customers’ money safe and secure is a fundamental responsibility of a bank but also an increasingly difficult challenge with ever evolving technology and ways of accessing money. Barclays has an excellent track record of protecting its customers’ accounts, but some of the measures we have put in place do not always make our customers’ lives as easy as they should, according to Barclays.
The Spotlight Report highlights how Barclays is working to constantly adapt, improve and strengthen its processes, outlining the changes that have already been made and those that will be implemented in 2014.
“Our increased openness and transparency about complaints and what we are doing to fix the root causes is an important part of our journey to put customers back at the heart of our business. We’ve reduced banking complaints from 1,000 per day to well under 500 but we know there’s much more we can do to improve. We are working hard to make that happen,” Ashok Vaswani, Chief Executive of Barclays Retail and Business Banking, said.
“There was a time when bank managers knew all their customers by sight. The expectation that we know and value our customers as individuals hasn’t changed, so it’s critical that we deliver a responsive and personal service for customers when things go wrong,” Matt Hammerstein, Managing Director of Customer, said.
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