Barclays bank receiving more than 1500 PPI complaints a day
Bank reveals three-point rise in proportion of complaints upheld compared with last six months of 2012.
Barclays bank is still receiving more than 1,500 complaints every day about mis-sold payment protection insurance (PPI) as it battles to fight its reputation as Britain’s most complained-about bank.
In the first half of this year the bank received more than 285,000 complaints about “general insurance and pure protection”, of which the vast majority were related to PPI sales. That figure was down 1% on the second half of 2012, but 287% higher than two years ago.
Barclays also revealed it is accepting that it is wrong in more cases than before. The bank upheld 68% of complaints about mis-sold PPI in the first half of this year, compared with 65% in the last six months of 2012.
Last month Barclays increased its provisions for PPI payouts by £1.35bn, bringing its total to £4bn, claiming this would draw a line under the mis-selling saga. Around two-thirds of customers sold PPI have been contacted by the bank, with £2.3bn already paid out or allocated for compensation. The overall industry bill for PPI mis-selling now stands at around £18bn.
In a statement, Barclays said: “Barclays has not sold PPI for several years, therefore complaints about PPI reflect mistakes originally made some time ago, rather than a reflection of current performance.”
The Financial Ombudsman Service said in March it was being swamped by complainants who had been rejected by the banks but had a justifiable case. It found in favour of three-quarters of Barclays customers who were turned down for compensation by the bank but then took their case to the ombudsman.
Earlier this year figures from the new regulator, the Financial Conduct Authority, named Barclays as the bank that received the highest total of complaints in the second half of 2012, although Santander received most per 1,000 banking customers.
Barclays said its total complaints in the first half of this year, excluding PPI, were down by a third compared with the second half of 2012. Complaints about banking issues other than PPI dropped to 81,222 from 121,115, although complaints about investments fell by only 1%.
The bank promised to publish complaints data every three months, rather than the six months required by regulators. Ashok Vaswani, chief executive of Barclays retail and business banking, said: “Whilst the number of complaints we receive is reducing, this is no time for self-congratulation. Even one unhappy customer is one too many.”
Consumer group Which? said many complaints about banks fail to show up in the official figures. In a survey earlier this year, it found that only two out of three people who had a problem with their bank made a formal complaint, and many of them were unhappy with the result.