Lloyds Banking Group

Lloyds Banking Group reduces customer complaints by 24 per cent in 2011

24 February 2012

Early in 2011 Lloyds Banking Group announced its commitment to address and reduce customer complaints. By making customer service a priority at every level of the Group, introducing new customer service initiatives and having targets to strive for, we have achieved a 24 per cent reduction in complaints in 2011.

Chief Executive, António Horta-Osório, said: “We want to be the best bank for customers and that means we must offer them the highest standards of service. I am pleased with the significant achievements we have made in reducing complaints in 2011. However, we need to keep improving and so we have set a new target for 2012 when we will aim to have no more than 1.3 complaints per 1,000 accounts.”

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