Company: BCS
Filing Date: 2025-02-13
Form Type: 20-F
Source: 0000312069-25-000114
Chunk: 28

Company: BARCLAYS PLC
Filing Date: 2025-02-13
Form: 20-F
Chunk 28
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, and creating opportunities to deepen relationships with our customers and clients. &#8226; Growing lending market share. Year in review Barclays UK is one of the UK&#8217;s leading financial brands, trusted by over 20 million customers. In 2024 we focused on improving our customer and client propositions and the precision in our execution. The strength of our business is reflected in our financial performance, with Barclays UK delivering a RoE of 16.9% and RoTE of 23.1%. Our customers are at the heart of everything we do and in 2024 we have endeavoured to uplift the customer experience. While we have more to do, we have seen meaningful improvements. Our targeted actions have led to a 36% reduction in customer complaints, an improvement in customer satisfaction during phone call interactions, as well as increases in digital and Premier Net Promoter Scores (NPS).1 Optimising our footprint is important in delivering for our customers and clients. We have over 200 traditional, full-service branches across the UK which we are investing in, for example, a complete refresh of our self-service devices is underway. We are also working closely with our peers to deliver more shared banking hubs, enabling us to provide banking and cash services in areas not covered by our branch network. We have opened 103 hubs in communities across the UK, as part of a joint commitment to open at least 350 within the next five years. Our customers and clients expect us to provide seamless, fast and reliable banking 24/7. The Barclays app has nearly five billion logins a year, and in 2024 we&#8217;ve made progress in service and technology improvements. We&#8217;ve improved the app's features - including an enhanced search function, the ability to increase daily payment limits, the ability to access cash from ATMs without a card, and enhancements to our automated digital assistant. Note: 1 Premier NPS from &copy; Ipsos 2024, Financial Research Survey (FRS), comparing Premier current accounts. Strategy Shareholder information Climate and sustainability report Governance Risk review Financial review Financial statements Barclays PLC 2024 Annual Report on Form 20-F 05 2024 divisional review Measuring where we are &pound;8.3bn Income 2023: &pound;7.6bn &pound;3.6bn Profit before tax 2023: &pound;2.9bn &pound;4.3bn Operating expenses