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, enables 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.

Our approach

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. 


This starts with our colleagues, who work tirelessly to understand the concerns of those who contact us. Their dedication and hard work mean we continue to receive fewer than three complaints per 1000 accounts, amongst the lowest in the industry.


More information

To help you interpret the information we have provided a glossary of terms (PDF) 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