Customer Complaints Data

July - December 2012

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

Lloyds Banking Group made a public commitment at the beginning of 2012 to continue to reduce complaints, driving us closer to our goal of becoming the best bank for customers. In the second half of 2012, we delivered a 28% reduction in FSA reportable complaints (excluding PPI complaints) compared to the same period last year.

In the last update we confirmed our commitment to achieve 1.3 FSA banking complaints per 1,000 accounts during the second half of 2012. However, the Group’s reportable FSA banking complaints over this period have fallen from 1.4 complaints per 1,000 accounts to 1.1.

The Financial Ombudsman Service (FOS) has not yet announced the industry results for the number of complaints referred to them during the second half of 2012. These figures will be published on this site when they are available.

“Listening to the feedback we receive from our customers, focusing our attention on their needs and fixing the cause of complaints is our priority. We made great progress through 2012 and we will continue our commitment to reduce complaints further during 2013. Our aim is to reduce FSA banking complaints to 1 complaint per 1,000 accounts by the end of 2013 and to continue to do the right thing for our customers.” Martin Dodd, Customer Services Director, Lloyds Banking Group

Putting Customers First

As part of our strategy to become the best bank for customers, we continue to review the feedback we receive to help improve the banking experience and remove the causes of complaints:

  • The Phone a Friend team continues to provide our telephone banking colleagues with a 24 hour a day, 7 days a week service to resolve complaints around the clock. We have also made a significant improvement to our online complaint handling form, meaning we are now able to respond to these complaints within 6 hours. This 24/7 service has helped us to resolve 90% of complaints at first point of contact.
  • During last year’s busy ISA season we launched nominated Savings Champions in our branches to help our customers with savings related queries. Further enhancements to our ISA process will be introduced this year.
  • We also made improvements to our Cash ISA process, making it easier and quicker for our customers to complete ISA transfers.
  • The Group was the first financial services provider in the UK to introduce ‘Sign Video’. This technology enables deaf customers to communicate by using their computer and webcam. The customer communicates with an interpreter using sign language and the interpreter relays the message to the telephony consultant. Customers can use the service to handle everyday transactions on their personal current, savings and credit card accounts.
  • New deposit machines have been made available in 50 Bank of Scotland branches, allowing our customers to deposit their money and get a receipt without having to queue. Deposit machines were previously available in Halifax branches, and were also introduced to Lloyds TSB branches in 2012.

We will continue to focus on customer feedback and using the insight to remove the causes of customer complaints. We are confident that we will achieve our commitment to reduce FSA reportable banking complaints to 1 complaint per 1,000 accounts by the end of 2013.

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.