Barclays tops FCA’s most complained about list

Robyn Hall

April 15, 2013

The figures show that there were 3,422,384 complaints during this period which is an increase of 1% on the first half of 2012.

Martin Wheatley, FCA chief executive, said: “Greater transparency drives greater competition and the publication of the complaints data lays bare the track record of the UK’s financial institutions when it comes to resolving customer conflicts.

“When I meet with the bosses of the financial institutions they frequently tell me that they don’t want to be at the top of the table which means they strive to improve both their sales and complaints handling processes. Not only does our data help consumers compare and contrast their current bank or lender but it also boosts competition among firms too.”

The top five complained about firms, in terms of the number of complaints opened in the second half of 2012, are:

Barclays Bank – 414,302, a decrease of 6% since the first half of 2012

Lloyds TSB Bank – 349,386, a decrease of 19% since the first half of 2012

Bank of Scotland – 338,912, a decrease of 7% since the first half of 2012

MBNA – 270,486, a decrease of 3% since the first half of 2012

Santander UK – 237,923, a decrease of 1% since the first half of 2012

The FCA stated that firms with the largest numbers of customers will often have the largest number of complaints.

By sector, the firms with the largest number of complaints opened in the second half of 2012, were:


Santander UK – 125,451

Barclays Bank – 118,031

National Westminster Bank – 81,519

HSBC Bank – 64,050

The Royal Bank of Scotland – 37,380

Home finance

Santander UK – 14,080

Bank of Scotland – 8,628

Northern Rock (Asset Management) – 8,312

Barclays Bank – 5,257

HSBC Bank – 4,359

General insurance and pure protection

Lloyds TSB Bank – 312,668

Bank of Scotland – 291,096

Barclays Bank – 286,919

MBNA – 234,633

Capital One (Europe) – 135,379

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