Barclays censured by watchdog over PPI failures

BARCLAYS has been criticised by the competition watchdog for failing to notify thousands of customers about their right to cancel their payment protection insurance (PPI).

The high street bank had previously been censured by the Competition and Markets Authority (CMA) for breaches of a 2011 order requiring lenders to notify customers of how much they are paying for PPI.

The latest breach relates to Barclays failing to provide a reminder to 2,265 Littlewoods credit card customers with PPI between October 2016 and October 2017. Barclays had bought the PPI policies on the credit cards at an earlier date from Littlewoods, a CMA spokesman said.

The CMA issued Barclays with legal directions requiring it to put in place better systems and procedures to ensure it does not happen again.

Barclays was last criticised by the CMA in 2016, after failing to send apology letters and annual statements to about 10,000 PPI customers.

The bank informed the CMA of its latest breach in March this year and has since written to all affected customers letting them know they can cancel the policy and offering a refund.

Barclays has paid almost £336,000 in refunds to affected customers since then.

The CMA does not have the power to fine lenders for breaching its 2011 order, but has called to be given this in order to put further pressure on businesses to comply.

Adam Land, of the CMA, said: “The annual reminder is an important measure so customers know they still have a PPI policy and how much it is costing them each year, as well as their right to cancel or switch.”

“This is Barclays’ second breach of the PPI order. As a result, we are issuing legal directions which can be enforced by a court, to ensure they comply with the order.”

Repaying customers for PPI is the most costly scandal to hit the banking industry since the financial crisis and is expected to cost them more than £40bn.

A Barclays spokesman said: “We have written to all affected customers to apologise unreservedly and to outline how we will recompense them where they would have otherwise cancelled their policy. We … have conducted an internal investigation to ensure all stringent controls and policies continue to be upheld.”

The Littlewoods brand is owned by Shop Direct, which is owned by Sir David and Sir Frederick Barclay, proprietors of Telegraph Media Group.