Customer Complaints Data

July - December 2011

Our ongoing commitment to enhanced customer service and swifter resolution of complaints

Following a public commitment at the beginning of 2011 to reduce complaints, new data reflects that from July to December 2011, Lloyds Banking Group delivered a 23 per cent reduction in FSA reportable complaints, which fell from 173,176 to 132,939 year-on-year. This means that in 2011; we reduced complaints by 24% against a target reduction of 20 per cent. (These targets and performance are based on FSA reportable complaints and exclude PPI/ Insurance complaints)

  • The Group’s reportable FSA complaints over this period have fallen from 2.1 complaints per 1000 accounts to 1.5 complaints.
  • The number of complaints overturned by the Financial Ombudsman Service has fallen to approximately one in five.
  • In 2011, we improved our customers’ view of complaint handling by over 11 points – this is measured by the Net Promoter Score, the way we evaluate how our customers assess us.

"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 1000 accounts. If we can achieve this, we will be close to leading the industry.” António Horta-Osório, Chief Executive, Lloyds Banking Group

“Our customers have seen and experienced an improvement – they are telling us this in their feedback. Our priority now is to fix the issues which cause our customers to complain in the first place. We have made great progress but know there is a lot more to do." Martin Dodd, Customer Services Director, Lloyds Banking Group

Putting Customers First

As part of our strategy to become the best bank for customers we publicly committed to reduce the level of FSA reportable complaints, excluding PPI complaints, we receive by 20% per cent, between 2010 and 2011. We achieved a 24% per cent reduction, which has reduced our complaints per 1,000 accounts to only 1.5.

These results have been accomplished through several initiatives:

  • The success of our Phone a Friend service, a specialist team which branch staff can refer to if they are unable to resolve a customer’s complaint, this has made a huge difference to customers' complaint experience and enabled the Group to resolve 94% of customers complaints at first point of contact.
  • In instances where the complaint cannot be resolved at the first point of contact, or with the direct support of the Phone a Friend Team, then the customer will be put in touch with a named individual caseworker from the Customer Services team.
  • We have provided complaint handling training to our 40,000 front line colleagues – meaning our customers get the right outcome, faster.
  • We have also introduced a Group-wide team that focuses on listening to customers and making improvements to remove the cause of customers’ complaints. This has reduced complaints received from customers by more than 30,000 per month in 2011.

We are maintaining our focus on fixing the things which cause customers to complain in the first place, and we will continue to resolve the complaints we do receive intelligently and promptly. Our priorities for 2012 are built around putting our customer first to support us in becoming the best bank for 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 Services 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.