Barclays vows to amend its laggard's position

MONKAGEDI GOTLHOBOGWE
Correspondent | Wednesday September 19, 2007 00:00

For years in succession, Botswana's biggest bank in terms of customer base has remained the laggard in the Banking Adjudicator's report.

In the latest report (for 2006), Barclays amassed 31 of the 74 complaint files opened. It is followed by Standard Chartered with 19 complaints, Stanbic with 13 and FNB with eight.

Barclays finance director Wilfred Mpai says his bank is faced with the challenge of addressing the 'disturbing' number of clients' complaints so it may reclaim its leading position in service delivery.

Mpai acknowledged this shortcoming last Friday when officially opening this year's Home Expo at the GICC.

When contacted yesterday, he would not say whether the complaints stemmed from the fact that Barclays has the biggest clientele, saying only that addressing the problem is a priority.

He took the opportunity to point out that inspite of amassing complaints, Barclays continues to be the undisputed leader in approving unsecured loans.

'No other bank gives out more unsecured loans than 'Barclays,' he says. 'No other bank gives out more home loans than Barclays. We are happy to see more and more people owning homes and driving cars.'

With 42 branches countrywide, Barclays also has a wider outreach network than other banks. But Barclay's expansion network has not hindered it from realising healthy profits for the first half of 2007,' Mpai says.

'We are on a growth path and an expansion journey. We believe we have to focus a lot on service delivery to our clients.'

Barclays has been the main sponsor of the Home Expo since the re-vitalised show began two years ago, although Mpai says the bank has invited others this year, hence the participation of FNB.