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.

Vanessa Murden, Managing Director of Customer Services

“The last year has been exceptionally difficult for people across the UK, and while we are now seeing normal life slowly resume, we know that there are still challenges and uncertainty ahead.  

 

Our colleagues have adapted to new ways of working and, through their efforts, overall complaints have continued to fall. We now receive fewer than three complaints per 1000 accounts, excluding those relating to insurance and pure protection.  

 

However, we know we don’t always get things right which is why it’s so important that we continue to listen to our customers and get rid of the things that cause complaints 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

22% reduction in complaints

“We always want to provide our customers with the best possible service, and we have a clear focus on removing the reasons that give customers cause to complain. We’re continually looking for ways to make it simpler and easier for customers to bank with us and, comparing against the same period last year, customer complaints excluding PPI have fallen by over 22%.”

Vanessa Murden, Managing Director of Customer Services

Simpler and easier banking

“We always want to provide our customers with the best possible service, and we have a clear focus on removing the reasons that give customers cause to complain. We’re continually on the lookout for ways to make it simpler and easier for customers to bank with us and, compared to 2018, complaints excluding PPI fell by 16%.”

Vanessa Murden, Managing Director of Customer Services

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.”

Vanessa Murden, Managing Director of Customer Services

Being available throughout the pandemic

"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."

 

 

Vanessa Murden, Managing Director of Customer Services