Customer Complaints Data

July- December 2013

Our ongoing commitment to doing the right thing for our customers and giving them the right outcome, faster.

Lloyds Banking Group renewed our public commitment at the beginning of the year to reduce complaints on our journey to becoming the best bank for customers. In the second half of 2013, we delivered a 35% reduction in total FCA reportable complaints compared to the same period last year.

  • The Group’s reportable FCA banking complaints over this period have fallen from 1.1 complaints per 1,000 accounts at the end of 2012 to 1.0 at the end of 2013. This confirms that the Group has achieved its target of reducing complaints per 1,000 accounts to 1.0 by the end of 2013.
  • Reportable FCA banking complaints have reduced by 5% year on year, falling to 67,848 in the second half of 2013 from 71,258 received in the same period last year.
  • The Financial Ombudsman Service has not yet announced the industry results for the second half of 2013. These figures will be published on this site when they are available. However, we do know that the number of complaints that our customers are taking to the FOS is reducing and we believe that this is testament to the fact that we are not only reducing complaints, but we are making the right decisions for our customers.
  • PPI complaints now account for a smaller proportion of all complaints received by the Group. In the second half of 2012, PPI complaints accounted for 86% of all complaints. That now stands at 78%, with 271,701 fewer PPI complaints received in the second half of 2013 compared to the same period in 2012. We continue to work closely with industry regulators to ensure our customers get the right outcome and this legacy issue is closed out satisfactorily.
  • Throughout 2013, we have improved our customers’ view of complaint handling by over 13 points in our branches and 22 points in our telephony centres. This is measured by the Net Promoter Score, the industry-wide metric that rates the likelihood of customers recommending us to others.

“We continue to listen to customer and colleague feedback to identify and remove the causes of customer complaints. We have made great progress in reducing complaints but we remain committed to doing even more to enhance the customer experience by making it easier to do business with us and becoming more responsive to customer needs. This supports the Group’s goal of becoming the best bank for customers" says Martin Dodd, Customer Services and PPI Director.

Putting Customers First

As part of our strategy to become the best bank for customers, we are continually listening to customer’s feedback to improve their banking experience. In addition, through ongoing Root Cause Analysis and Simplification activity, we continue to address the root causes of customer complaints and improve the supporting complaints processes.

  • A number of improvements have been made to our ISA account opening process, meaning clearer, simpler processes are now in place and hands on colleague support has been made available to answer customer queries. Complaints have reduced by c.5750 a month as a result.
  • Customers were experiencing unnecessary difficulties when registering a Power of Attorney (POA) for a friend or relative, having to go through a long and complex process. Multiple changes have now made the process simpler and less intrusive, improving the experience during this stressful and emotional time. This has led to a reduction of c.120 POA complaints per month. The improvements to our POA process has resulted in c.50% of registrations now being completed there and then in the branch.
  • We’ve simplified the process for customers setting up new payments online, which has resulted in a reduction of approximately 2,000 complaints per month.
  • Since 2012, we have increased our focus on improving our services for customers with disabilities to make ourselves more accessible to all. We have been working with individuals and charitable organisations to understand ways in which we can improve how we do things for a wide range of customer needs. In February we launched the BSL sign video service, becoming the first financial institution to offer this service.

We will continue to focus on listening to our customers and removing the cause of their complaints. Our success is a critical component in the Group achieving its vision of becoming the best bank for customers and our focus remains to do the right thing for our customers.

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 Services 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 each of the brands.