Company: BCS
Filing Date: 2025-02-13
Form Type: 20-F
Source: 0000312069-25-000114
Chunk: 32

Company: BARCLAYS PLC
Filing Date: 2025-02-13
Form: 20-F
Chunk 32
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 of Public Policy and Corporate Responsibility We also enhanced our cash management client experience, reducing the average time it takes for clients to open additional accounts. We made improvements to our Virtual Account Management tool, where clients can manage large-scale virtual account operations and achieve comprehensive cash management. Additionally, we&#8217;ve increased the number of client interactions that can be self-served, enabling more clients to easily access the support they need. We have enhanced our client experience through the streamlining of processes and a focus on digitisation. This includes faster client onboarding times, such as our new fast-track process for UK-domiciled clients with simple ownership structures. These efforts are reflected through consistent improvements in our Overall Client Satisfaction (OSAT) score, an independent benchmarking score measured by Savanta, a market research company, with 62% of clients surveyed rating us &#8216;Excellent&#8217; or &#8216;Very Good&#8217;, an increase of 6% since 2023. Looking ahead We remain committed to supporting the delivery of Barclays&#8217; three-year plan through a continued drive to grow lending; building deeper client relationships; and continued investment in our digital capabilities to enhance our clients&#8217; experience. Note: 1 By Global Trade Review at Leaders in Trade awards 2024. Strategy Shareholder information Climate and sustainability report Governance Risk review Financial review Financial statements Barclays PLC 2024 Annual Report on Form 20-F 08 2024 divisional review (continued)

Private Bank and Wealth Management Private Bank and Wealth Management (PBWM) comprises PBWM UK &#8211; serving clients across the full wealth continuum in the UK and Crown Dependencies &#8211; and PBWM International, serving high- and ultra-high net worth clients in selected international markets. Our business &#8226; Private Banking UK is a full-service proposition for clients with investable assets of &pound;3m+. &#8226; Private Banking International is a full- service proposition for clients with investable assets of &pound;5m+ internationally1, with a focus on clients in the Europe, Middle East and Asia wealth corridors. &#8226; UK Affluent is for UK clients with &pound;250k to &pound;3m of investable assets. &#8226; UK Digital Investing is for UK self-directed investors, with investment starting from just &pound;1. Focus areas &#8226; Moving to a simplified business structure, aligned to market opportunity in the