Complaints and Customer Satisfaction – How do Harrington Brooks compare?

Customers made 2.5 million complaints against financial companies in the second half of 2013, with the biggest banks receiving thousands of calls and emails a day from disgruntled consumers.

At Harrington Brooks the level of redress was 0.0023% of turnover. This compares favourably to most companies that typically have rates of 7% to 8%.

As Harrington Brooks do not have more than 500 complaints in any 6 month period, we do not have to publish our data as per the FCA requirement.

Barclays Bank topped the list of companies customers complained about, racking up 309,494 new complaints over the six-month period, which equates to 1,695 a day. This is however down 17%.

Lloyds Bank came second, receiving 256,656 complaints, while Bank of Scotland and National Westminster also feature in the top five complained-about firms.

Figures from the Financial Conduct Authority (FCA) show that complaints about financial firms on the whole have fallen by 15 % as in the first half of 2012 a total of 2.9 million complaints were made.

A total of 1.4 million PPI complaints were made during the same period, representing a fall of 22% on the previous six months. However, PPI still accounted for 56pc of all complaints.

What else did we all complain about?

  • Hargreaves Lansdown was the most complained-about investment firm, with 3,171 complaints. This coincided with the company’s technical failure during the flotation of the Royal Mail
  • Complaints about the big 6 energy giants tripled in a year.

Martin Wheatley, chief executive of the FCA, stated:

“No firm wants to top this particular list and they all should be striving to ensure that customers are being treated fairly and not given cause to complain… there is clearly more for us all to do to show consumers their interests come first.”