Complaints (Jan  – Jun 2016)

Lloyds Banking Group continues to reduce reportable complaints, demonstrating its commitment to becoming the ‘Best Bank for Customers’.

Our results for the first half of 2016 show an overall reduction in the number of complaints received:

  • Lloyds Banking Group continues to see a reduction in reportable complaint levels.  Excluding PPI, complaints have fallen by 12% in the first half of 2016 compared to the same period in 2015.
  • The Group saw a 5% fall in PPI complaints compared to the first half of 2015.
  • When PPI is included, total reportable complaints have fallen by 7%.
  • Banking and Credit Card complaints have also fallen by 15% compared with the same period in 2015.

Lloyds Banking Group’s Group Customer Services Director, Jen Tippin, said:

“Colleagues at Lloyds Banking Group are committed to our vision of Becoming Best Bank for Customers, and we see the evidence of this in the results we have published today.

Our overall complaints have fallen, including those related to the legacy issue of PPI.  We have also seen complaints decline in key areas such as Banking.

We continue to maintain our dedication to customer service, placing our focus on delivering improvements by identifying and tackling the root causes of customer dissatisfaction and learning from our mistakes.

When our customers do have cause to complain, we are committed to putting things right as quickly as possible.”

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 for each brand.