Complaints (Jul - Dec 2017)
Lloyds Banking Group total complaints continue to fall, signifying ongoing commitment to customer service
Total underlying complaints at Lloyds Banking Group have fallen by 18% between 2016 and 2017, continuing the downward trend seen since 2011.
There has been an increase on the previous half when complaints from claims management companies, and about PPI, are included. This increase was expected due to the Financial Conduct Authority’s announcement of a PPI industry deadline, and their associated marketing campaign, in the second half of last year.
We take customer complaints seriously at Lloyds Banking Group. Excluding PPI, over 70% of complaints are resolved within 3 days, evidencing our commitment to putting things right as quickly as possible when something goes wrong.
We continue to prioritise customer satisfaction, and now receive 3.3 complaints per 1000 accounts, excluding PPI and complaints from claims management companies. This progress is further evidenced by the quality of our decision making, where the Financial Ombudsman agrees with our decisions in over 8 out of 10 cases, excluding PPI.
Commenting on the latest results, Stephen Noakes Group Customer Services Director, said:
“The service provided to our customers is extremely important to us and we have a clear focus across our Group on removing the reasons why customers cause to complain. Complaints excluding PPI and claims management companies continue to fall and, by the same measure, we receive just 3.3 complaints per 1000 accounts. Our underlying complaints performance has been consistently strong in comparison to our banking peers over the past few years; a position which we anticipate will continue.”
To view complaints information for any firm of Lloyds Banking Group, with more than 500 reportable complaints in the previous six month reporting period, you can click on the links below:
- 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.