Complaints (Jul – Dec 2016)

Lloyds Banking Group total complaints continue downward trend, demonstrating its ongoing commitment to becoming best bank for customers. Lloyds Banking Group today publishes complaints received for the second half of 2016.

Total complaints received by the Group have been on a downward trajectory since 2012 and we have maintained this trend during 2016. Total complaints (excluding PPI), for the full year 2016, have fallen by 16% when compared to 2015, with PPI complaints reducing by 2% over the same period. This equates to approximately 150,000 fewer customers (excluding PPI) who have had cause to complain. The pace of our complaint reduction is accelerating, with complaint volumes (excluding PPI) 16% lower in the second half of 2016 than in the first half of the year.

Lloyds Banking Group welcomes the changes the Financial Conduct Authority made to the definition of a reportable complaint* in June 2016. The revised definition provides a transparent approach to complaints across the industry, ensuring that businesses report on the root causes of customer dissatisfaction, and that the volume of complaints received are related to the size of the organisation. Excluding PPI, the 345,785 complaints which we received in the second half of 2016 equates to 4.3 complaints per 1,000 accounts down from 5.2 per 1,000 accounts in the first half. Whilst the definitional change of a reportable complaint has led to an increase in volumes for the second half of 2016, it is not reflective of the strong underlying reductions in total complaints received throughout the year and not a like-for-like comparison with the data published on complaints received in H1 2016.

We treat all complaints seriously, regardless of the complexity or length of time it takes to resolve them, and are committed to continually improving the service we provide customers.  During 2016, we have emphasised the need to identify, understand and remove the root causes of customer complaints. We encourage all colleagues to share their ideas about how we can reduce complaints and improve customer experience, which highlights the importance of service excellence through-out the organisation.

We continue to resolve customer complaints as quickly as possible, focusing on achieving fair outcomes. In the second of half of 2016, almost 8 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 over a quarter, with 4 in every 5 cases found in our favour. Referrals relating to PPI have also fallen and the Ombudsman is agreeing with our decisions on PPI complaints in the majority of cases.

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

‘The insight from our complaints data is vital in helping us become the best bank for customers.  We are pleased to see our total complaints continue on a downward trajectory and continue to make the improvement of customer service a key priority. Colleagues across the Group are committed to delivering these improvements by identifying and tackling the root cause of customer dissatisfaction ’.

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 Ltd 

Cheltenham & Gloucester PLC   

Halifax Investment Services Ltd

Halifax Share Dealing Ltd

HBoS Investment Fund Managers Ltd

Lex Autolease Ltd

Lloyds Bank General Insurance Ltd

Lloyds Bank PLC

Scottish Widows Ltd

Scottish Widows Unit Trust Managers Ltd

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.