Complaints (Jan - Jun 2017)

Lloyds Banking Group complaints continue to fall, signifying the ongoing improvements made to our customer service

Complaints at Lloyds Banking Group have been on a downward trajectory since 2012, with the total number of complaints received (excluding PPI) down in the first half of 2017 by 22%, when compared to the first half of 2016. 

Excluding PPI, our reportable complaints of 326,336 equates to 4.1 complaints per 1000 accounts, a reduction compared to the previous half.

At Lloyds Banking Group, we prioritise meeting the needs of our customers and as such, we treat all complaints seriously.  Whilst we are encouraged by the continued fall in complaints, we remain as committed as ever to removing the root causes of customer dissatisfaction and putting things right quickly when they do go wrong.

During the first half of 2017 we have continued to transform our customers’ journeys to make things simpler and more efficient

Where customers have cause to complain, we aim to put things right as quickly as possible.  In the first half of 2017 more than 7 in every 10 customers had their complaints resolved within three days (excluding PPI).

Over the same period, excluding PPI, the Group has seen the total number of complaints being referred to the Financial Ombudsman Service fall by 9%, with more than 4 in every 5 cases found in our favour. On complaints relating to PPI the Ombudsman is agreeing with our decisions in more than 2 out of 3 cases.

Commenting on the latest results, Stephen Noakes Group Customer Services Director said:

“The latest reduction in our complaints volumes showcases Lloyds Banking Group’s commitment to identifying and tackling the root causes of customer dissatisfaction.  We want all our customers to have a positive experience when they get in touch with us, and this continues to be our focus.”

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.

Bank of Scotland PLC

Black Horse Limited

Cheltenham and Gloucester PLC

Halifax Share Dealing Limited

HBoS Investment Fund Managers Limited

Lex Autolease Limited

Lloyds Bank General Insurance Limited

Lloyds Bank PLC

Scottish Widows Limited

St Andrew’s Insurance PLC

The Mortgage Business PLC

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.