Strategic Shareholder Climate and Risk Financial Financial Barclays PLC 50 report information sustainability report Governance review review statements Annual Report 2022 Divisional reviews (continued) We have been focused on helping customers We have seen acute pressures in areas impacted We continue to evolve our physical service Year in review boost their financial resilience in the long term, by by economic events, such as an increase in model, expanding Barclays Local - an alternative Barclays UK delivered a RoTE of 18.7% (2021: encouraging healthy saving habits through the complaints related to mortgages as customers branch presence for those who need in-person 17.6%), as the continued evolution into a next launch of our Rainy Day Saver account, as well as rush to find the right rates for them in light of support - which includes mobile banking vans and generation, digitised consumer bank delivered providing one-to-one support for customers Bank of England interest rate changes. pop-up banking sites in community centres, strong returns and cost efficiencies, which experiencing financial hardship through our libraries and business hubs. This transformation The Net Promoter Score (NPS) for Barclays UK combined with rising interest rates, contributed expert financial assistance teams. reflects the reality of the rapid digitisation of was relatively stable throughout 2022 at +11. to a cost: income ratio of 60% (2021: 68%). transactional banking, as customers demand We continue to focus on improving the overall This reflects the returning capability to service This year, the UK has seen its fastest increase in more convenient, simpler ways to bank that fit customer experience by identifying and our customers after previous declines during the inflationary pressure on household budgets in 40 their lives. supporting the removal of the root causes of pandemic. However, we recognise that we need years, and we have focused on making sure our customer complaints. Complaints in 2022 have to continue to push forward our initiatives to These new formats seek to ensure we leave no- customers have the support they need to further reduced, with volumes decreasing 17% drive further improvements in customer one behind and remain available, in person, to navigate these challenging times. This includes year on year excluding PPI complaints, or experience, including improving and expanding support the small proportion of customers our Money Management Hub, which provides decreasing 18% when looking at total our digital journeys. Barclaycard UK NPS unable to self-serve digitally, who value physical tools and information directly to our customers, complaints. This has been achieved through the continued to trend upwards throughout 2022 to presence when things go wrong or to support giving them a better grasp of their spending continued stability of our platforms, alongside +12, in line with the market, as usage and them through vulnerability. behaviours and the steps they can take to regular and direct communications with availability of credit became more important improve their financial wellbeing. Supporting vulnerable customers across all of customers during times of change, particularly in to customers. our Barclays channels remains a key focus. We relation to our service model. have trained over 16,000 frontline colleagues to better recognise the subtle signs of vulnerability when speaking to customers who might need Since launching our first van in August 2020, additional support, and are encouraging them to Barclays mobile banking vans we’ve supported c.9,500 customers across allow us to put an indicator on their banking We are working to reduce our own emissions c.9,500 238 locations such as hospitals, schools, records to ensure that Barclays, holistically, at Barclays and have recently introduced our markets and retail parks. We are at the start customers supported understands their needs and can better serve first fully electric mobile banking van. Vans of this journey, introducing another six since launching our first van them across all their touchpoints as a result. are just one of the ways Barclays provides an electric mobile banking vans in early 2023, as Whilst we have made progress, we have more to accessible in-person service, supporting part of our ambition to transform our entire do to embed this with colleagues, including customers in remote and rural locations, as existing fleet of vehicles in the UK to electric further training and support materials. well as growing our business in strategic by 2025. locations. Further details on mobile banking vans and how to book + an appointment can be found at: events.uk.barclays/ barclaysvan/