London: Barclays published total reportable complaints figures for the second half of 2014. The new figures now give a complete picture for 2014 where total complaints including Payment Protection Insurance (PPI) reduced by 132,771 (2014, 566,010; 2013, 698,781), a 19 per cent reduction.
Head of Client and Customer Experience at Barclays, Matt Hammerstein said: “We are committed to providing the best banking experience for our customers and are working tirelessly to make this happen. We know we still have further to go and are not complacent. Through the significant changes we are making to simplify our products, create greater transparency and free up our colleagues to help customers, we expect long term improvements in customer satisfaction levels.”
The bank is also working hard to improve the proportion of customers who would strongly advocate our service levels to others. We believe this is a crucial measure of customer service in addition to complaint volume reporting. Adopted much more digital processes, giving customers real time information on how their application is progressing.
