Barclays has been rated as the worst financial institution for customer service for the third year running in a survey conducted by MoneySavingExpert.com.
It will come as little surprise to customers of Barclays Bank – particularly those who were mis-sold PPI – that their bank has been again voted the worst for customer service. What may raise a few eyebrows is that the service provided by the bank is considered to have deteriorated over the past year – with 20 percent of the survey´s respondents describing the customer service they received as “poor”.
Customers who have tried to recover PPI compensation from Barclays will be in no doubt that their bank deserves the wooden spoon for customer service. More than twenty thousand complaints about products and services offered by Barclays Bank have been received by the Financial Ombudsman Service so far this year – more than twelve thousand of them relating to unresolved claims for PPI.
The Financial Ombudsman Service has upheld 82 percent of PPI-related complaints against Barclays in favour of the customer, and a significant number of complaints made about the bank´s packaged bank accounts, credit cards, mortgages, investments and other insurance services. In fact, the only department of the bank´s services which is not heavily criticised is its pensions department.
The MoneySavingExpert.com survey asked customers of thirteen current account providers to give their opinions of the service they received from their banks. First Direct topped the list with a 92 percent approval rating, followed by Santander, Nationwide and the Co-Op Bank. Lloyds Bank PLC came in ninth place in the list, when many of its customers would have expected the bank to have occupied a lower position, but only the Royal Bank of Scotland came close to challenging Barclays for bottom spot.
Guy Anker, of MoneySavingExpert.com, said: “Our index shows once again the strength of First Direct’s service and the continued improvement from Santander, which used to languish at the bottom. This should be seen as a stark warning that they risk losing customers if they don’t raise their game. Anyone unhappy with the service they’re getting from their bank needs to ditch it, especially as some of the best deals are from banks with good service.”
Responding to the results of the survey, a spokesperson from Barclays said: “Our goal is not just to meet our customers’ expectations but to exceed them and to remove any cause for complaint. For this reason, we are continually working to simplify our products and services, create greater transparency and free up our colleagues to help customers.”Read More