Customer complaints data
Committed to serving customers and realising our vision to become the best bank for customers.
We are a UK focused retail and commercial bank that has customers at its heart
Our business, through a variety of brands offering different products and services, enable individuals and businesses to achieve their goals. Lloyds Banking Group remains rooted in serving customers in the UK. For us, serving customers means being dependable, prudent, safe and trustworthy.
A fundamental part of meeting our customers’ needs is getting the basics right first time. From time to time we do make mistakes, but when this happens, we work hard to fix the issue quickly for the customers involved and learn from any mistakes. Where a customer raises a complaint we investigate the root cause and seek to fix any wider issues. This root cause analysis is fundamental in prioritising our operational plans to improve the customer experience.
Latest complaints data
Complaints information for any firm of Lloyds Banking Group, with more than 500 reportable complaints in the previous six month reporting period
July to December 2020 complaints data
Vanessa Murden, Managing Director of Customer Services
"We understand just how difficult this year has been for households across the UK and now, more than ever, our customers need a bank that gets it right first time. Our priority this year has been to set our teams up to do just that, making sure we have people available when our customers need them most.
Our colleagues, adapting the same way everyone had to in 2020, worked tirelessly to provide the best customer service whether from our branches or their homes, making over 700, 000 wellbeing calls to customers and offering support. We now receive fewer than three complaints per 1,000 accounts, excluding insurance and pure protection.
We know we can do even better, and our focus remains on removing the reasons that give customers cause to complain in the first place."
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.
Historic complaints data
January to June 2020 complaints data
12% reduction in complaints
“The impact of the pandemic has been felt in households across the UK, and during these difficult times, we understand people want a bank that gets it right first time. To do this, we have to ensure our customers are receiving the best possible service, and our focus remains on removing the reasons that give customers cause to complain. We have seen complaints in the first half of 2020 fall by over 12% when excluding PPI, compared to the second half of 2019.”