Customer Complaints Data

January - June 2015

Lloyds Banking Group (LBG) continues to improve the experience of its customers; putting things right when something has gone wrong.  The Group remains firmly committed to becoming the ‘Best Bank for Customers’.

Our results for the first half of 2015 show an overall reduction in the number of complaints we have received. This period has seen our lowest overall level of complaints since early 2011.

  • Lloyds Banking Group’s FCA total reportable complaint volumes fell 11% in the first half of 2015. Total complaints fell from 503,986 in the period July to December 2014 (H2 2014) to 447,825 in the period January to June 2015 (H1 2015)
  • PPI complaints continue to reduce, falling by 25% in H1 2015 compared to H2 2014. The second consecutive half year period on period reduction
  • Reductions in complaint volumes have been seen across most areas of the Group compared to H2 2014 with the exception of banking complaints which continue to rise, a trend mirrored across the industry
  • We have seen a further reduction in the number of complaints referred to FOS in H1 2015 falling 9% against the volume of H2 2014 referrals
  • Although the reduction in FOS referrals is largely driven by a fall in PPI referrals, the LBG FOS change rate excluding PPI has fallen significantly against the H2 2014 position with improvements achieved across most areas

Lloyds Banking Group Customer Service Director, Phil Cliff, said: “We remain absolutely committed to improving the experience our customers have every day when dealing with the bank, and we are pleased the overall complaints picture remains on a downward trend.  However, we will always take every customer complaint seriously and learn from our mistakes.

It is disappointing that some areas are seeing an increase in complaints, an issue that is affecting the industry as a whole, but at Lloyds Banking Group we are determined to address under-lying issues that impact negatively on the experience of 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 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 each of the brands.