Complaints (Jul - Dec 2018)

Complaints continue to fall at Lloyds Banking Group

Total underlying complaints at Lloyds Banking Group have fallen by 6.5% over the second half of the year. Excluding PPI, complaints since 2011 have fallen by over 70%. We continue to prioritise customer satisfaction, and now receive 2.9 complaints per 1000 accounts, excluding PPI and complaints from claims management companies.

Commenting on the latest results, Jo Harris Group Customer Services Director, said: "We always want to provide our customers with the best possible service, and we have a clear focus on removing the reasons why customers complain. We’re continually on the lookout for ways to make it simpler and easier for customers to bank with us and, since 2011, customer complaints excluding PPI have fallen by over 70%.”

To view complaints information for any firm of Lloyds Banking Group, with more than 500 reportable complaints in the previous six month reporting period, you can click on the links below:

Bank of Scotland PLC 

Black Horse Limited 

Halifax Share Dealing Limited 

HBOS Investment Fund Managers Limited Limited

Lex Autolease Limited 

Lloyds Bank General Insurance Limited 

Lloyds Bank PLC 

MBNA Limited 

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.