Barclays: Consumer Poll Punishes Scandal-Hit Bank Over PPI Mis-selling and Libor Fixing

Scandal-struck Barclays Bank scored a paltry four out of 100 on a scorecard comparing Britain's high street financial institutions to help consumers decide on whether or not to switch account providers, ranking it the country's worst.

Move Your Money, a campaign to encourage consumers to think carefully about who they bank with, used survey data to compile its "switching scorecard" where those polled were asked a range of questions from perceptions of honesty to what puts them off changing accounts.

Scandals such as PPI mis-selling, Libor fixing and the use of tax havens to shield profits from HMRC left a bitter taste in consumers' mouths, as well as cost Barclays billions in fines and compensation payouts.

"We're obviously disappointed with the results of the Move Your Money survey," said a spokeswoman for Barclays.

"We work hard to put our customers at the heart of everything we do and have taken active steps to ensure this happens. Over the past year we have demonstrated this through the removal of sales incentives for staff and the transparent publication of our complaints data, with a clear action plan for tackling them."

She pointed to recent innovations such as Barclays' mobile banking app as examples that the bank is trying to lure and keep customers by providing what they need from a modern current account.

Figures from the Financial Conduct Authority, which regulates the banking sector, show Barclays was the most complained about bank in the second half of 2012.

In total Barclays received 414,302 complaints from customers in the latter six months of 2012, thought this was down 6% on the previous half-year.

Move Your Money's research also found that 80% of consumers would avoid using banks they consider to have behaved badly.

Barclays was not the only poor performer, with the rest of the big five who dominate the market - HSBC, Lloyds, RBS and Santander - also taking a drubbing from consumers.

Those with the highest ratings overall included Cumberland, Coventry, Reliance, Leeds, Metro Bank, Handelsbanken and the Islamic Bank of Britain.

"We know people are demanding more than broken banks that take us for a ride. We are giving everyone the information they need to break up with their bank and switch to something better" said Laura Willoughby MBE from the campaign.

"If your bank's poor service has shocked you then join the 2.4 million people that switched from the big 5 banks last year.

"You don't have to put up with disgraceful scandals, poor service and excessive bonuses anymore. It's payback time - you can switch."

The campaign comes as the banks make it easier to switch accounts. Under new systems developed by the Payments Council it will now take just 7 days for consumers to switch accounts and they will only have to deal with the new bank they wish to join, which will organise the transition on behalf of the customer.