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Barclays current account customers hit by most internet banking incidents

Barclays current account customers faced the most internet banking issues in the past year, data released by the financial watchdog shows.

The latest data from the Financial Conduct Authority (FCA) shows that Barclays current account customers endured 21 incidents, which affected their use of internet banking in the 12 months between 1 July 2018 and 30 June 2019.

Lloyds Bank and Santander customers each faced 15 such incidents, and in total 24 different banks faced at least one 'operational and security incident' affecting internet banking, the data shows.

Rules require banks to report incidents to the regulator if they meet certain criteria, such as affecting 25% of the bank's regular level of transactions. Full criteria can be found on the FCA website.

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How many incidents has each bank faced?

The FCA has released figures for a range of issues, including telephone and mobile banking. Below is a table showing the banks that have been hit by three or more incidents affecting internet banking in the past year:

Bank Number of incidents affecting internet banking
Barclays 21
Lloyds Bank (1) 15
Santander 15
Bank of Scotland/Halifax (2) 13
Cahoot 11
TSB 10
Tesco Bank 7
HSBC/First Direct (3) 4
NatWest 3

(1) Lloyds Bank data includes personal and business current account holders. (2) Bank of Scotland data includes personal and business current account holders, including those with the Halifax, Intelligence Finance and St James's Place Bank brands. (3) HSBC says not all incidents will have affected personal current account customers.

What does Barclays say?

A Barclays spokesperson said: "We take IT resilience extremely seriously and we welcome transparency for our customers, which is why we report every incident to the regulator, even minor glitches that have minimal impact on customers.

"Our systems are designed to ensure continuity of service for customers in the event of an incident, with a range of channels available to customers including our branch network, telephone, online and mobile banking. We are pleased to have seen a consistent reduction in our operational and security incidents throughout the course of the last year, and remain focused on continuing this progress."

It also pointed out that its operational and security incident numbers have fallen quarter-on-quarter for the last four reporting periods.

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