FCA complaints data for financial services firms between 1 January and 30 June 2014

Top five most complained about financial services firms

  • Barclays – 278,426 (a decrease of 10% since H2 2013)
  • Bank of Scotland – 265,640 (an increase of 46% since H2 2013)
  • Lloyds Bank – 264,115 (an increase of 3% since H2 2013)
  • Nat West – 140,342 (a decrease of 20% since H2 2013)
  • Santander – 135,611 (a decrease of 13% since H2 2013)

Barclays uphold rate was 71%, amounting to 197,682 complaints; Bank of Scotland had a similar 70%, amounting to 185,948 and Lloyds 76% upheld complaints, amounting to 200,727. So, in actual fact, Lloyds tops the poll with the number of verified complaints.

Top five number of complaints for ‘banking’ products

  • Santander – 91,158
  • Barclays – 88,792
  • HSBC – 65,865
  • Nat West – 62,175
  • Lloyds Bank- 42,245

Somewhat surprisingly, Santander and Barclays, both with very popular banking products, in the 123 account and the Pingit app, come out top here. Complaints as a percentage of number of customers per product complained about would present a different picture.

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