Barclays has been exposed as the most complained about bank on the UK high-street. The Financial Services Authority (FSA) released figures today which show it received 251,563 customer service complaints, compared to 181,907 for Lloyds TSB, 168,888 for Santander and 147,109 for NatWest. The figures also reveal that banks and other financial retail institutions are the subject of 10,000 complaints every day - or 1.76m a month.
Although Anthony Jenkins, Barclay's chief executive of retail and business banking, acknowledged that the company had to improve its customer service performance, he also stressed that the figure of 251,563 represented a 14 per cent reduction on previous figures. He said, "Delivering excellent service to our customers is our goal every single day, in every single way a customer interacts with us. We have made good progress in reducing complaints. However, there is much more to be done and we are working hard to further improve our service to our customers."
However, the Financial Services Ombudsman (FSO) claimed that the total number of complaints against banks and mortgage lenders had doubled in the past twelve months.