Lloyds Banking Group complaint handling performance
28 March 2012
As the FSA publishes aggregated industry complaint data, Lloyds Banking Group updates on its complaints handling performance.
In 2011 the Group reduced banking complaints by 30% from 329,870 to 231,151, recording nearly 100,000 fewer complaints last year.
The Group has also reduced banking complaints per 1,000 accounts from 2.1 at the end of 2010 to 1.5 at the end of 2011. This means that on a like for like basis, Lloyds receives fewer complaints than any other major bank.
Martin Dodd, Customer Services Director said: "We want to be the best bank for customers, so getting customer service right is vital. Banking complaints are a real measure of how we are serving our customers because it reflects the service we give day in day out. I am very pleased that the latest data highlights that, on a like for like basis, we lead the field with the least number of complaints per customer accounts."