Complaints (Jul - Dec 2015)

Lloyds Banking Group remains firmly committed to becoming the ‘Best Bank for Customers’.

 

Our results for the second half of 2015 show an overall reduction in the number of complaints we have received:

  • Lloyds Banking Group continues to see a reduction in complaint levels, receiving 12% fewer complaints in the second half of this year compared to the same period in 2014.
  • In almost all areas, the Group saw complaint levels decline from the first six months of 2015, and a 23% fall in PPI complaints compared to the second half of 2014.
  • Whilst reduced, in line with the industry, overall Banking complaints are higher than we would like, largely driven by the volume of complaints about Packaged Bank Accounts, where our experience shows that many complaints are of a speculative nature.
  • Excluding the legacy issue of PPI, the Group has seen a reduction in the number of complaints being referred to the Financial Ombudsman Service (FOS), where they find in our favour in 85% of cases. This is an improvement from 72% at the end of 2014.

Lloyds Banking Group’s Group Customer Services Director, Jen Tippin, said:

"Improving our customer’s experience and putting things right when they do go wrong, is a key priority for all colleagues working at Lloyds Banking Group. Whilst we are pleased our overall complaints have fallen, we will continue to work hard to make sure we fix the things that cause our customers to complain in the first place.

Where things do go wrong, we aim to put them right as quickly as possible for our customers. Our investment and commitment in this area has helped us to resolve in excess of 70% of our general complaints either on the day they are received or by the end of the following day.

Throughout 2016 we will maintain our focus on identifying, and taking steps to eradicate, the issues that cause our customers to complain."

More information:

To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.

The Financial Conduct Authority publishes collective complaints data covering all firms.

The Financial Ombudsman Service publishes separate complaints data on the number of complaints referred to it by individual firms.

To view complaints information for any firm of Lloyds Banking Group, reporting more than 500 reportable complaints in the previous six month reporting period, you can click on the links below for each brand.