Barclays most complained about company in 2012Bank tops Which? members biggest gripes

30 January 2013

Barclays was the financial services company Which? members most complained about in 2012, according to new Which? research. 

Of the 2,538 complaints received by Which?'s contact centre, 4.5% were concerning Barclays or Barclaycard. Just under half of these complaints related to credit and debit card problems, while less than a third were problems with Barclays current accounts. 

When Which? rated financial brands by customer satisfaction in October 2012, Barclays finished sixth from bottom, with a score of just 54%.

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Big banks dominate the top 10 companies for complaints

Santander, which finished bottom of our financial brands survey with a score of 46%, had the second highest number of complaints in 2012, accounting for 3.8% of all complaints. Members' biggest gripes with the bank came from issues with their current accounts.

The table below shows the top 10 financial companies the Which? contact centre received the most complaints about in 2012. 

Top 10 financial companies for complaints
CompanyProportion of complaintsBiggest area of complaintOverall customer scorea
Barclays/Barclaycard4.5%Credit and debit cards54%
Santander3.8%Current accounts46%
Lloyds TSB2.8%Credit and debit cards51%
Halifax/Bank of Scotland2.4%Insurance48%c
Co-operative1.9%Current accounts79%
Nationwide1.8%Credit and debit cards69%
NatWest1.8%Current accounts56%

Table notes

  1. Score taken from our 'financial brands rated' survey published in October 2012. The score combines customer satisfaction scores from four core areas: savings accounts, current accounts, credit cards and mortgages (where applicable).
  2. Average of car and home insurance customer score combined
  3. Halifax and Bank of Scotland complaints combined. Bank of Scotland's overall customer score is 49%.

It's no surprise that companies with the biggest customer base are likely to receive more complaints, but despite big banks dominating the top 10, the majority of complaints received were regarding insurance problems. 

Some 56% of financial complaints related to insurance companies, with 26 of the top 50 companies for complaints coming from the insurance industry.

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