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Lloyds Banking Group plc - Complaints Data
Lloyds Banking Group Complaints Data
Lloyds Banking Group is committed to developing lasting relationships with our customers and we aim to provide excellent products supported by exemplary service. However, we recognise that things can, and do, go wrong and when this happens we are committed to putting things right as quickly as possible. We encourage our customers to tell us if they are unhappy and we view complaints as a valuable source of feedback and as a learning opportunity.
As part of our commitment to getting things right we are pleased to be able to provide details about the feedback we have received from customers who were not happy about the products and services they have received from us.
Complaints Data Publication
Lloyds Banking Group provides products and services to its customers through a number of brands or trading styles. Each of these identities is aligned to one of the Group's authorised firms. Complaints which are raised by customers of each brand are logged and reported to the Financial Services Authority against those firms.
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 each of the brands. We will update this information at the end of February and August each year.
To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.
The Financial Services 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.
Or....
Lloyds Banking Group Complaints Data
Lloyds Banking Group is committed to developing lasting relationships with our customers and we aim to provide excellent products supported by exemplary service. However, we recognise that things can, and do, go wrong and when this happens we are committed to putting things right as quickly as possible. We encourage our customers to tell us if they are unhappy and we view complaints as a valuable source of feedback and as a learning opportunity.
As part of our commitment to getting things right we are pleased to be able to provide details about the feedback we have received from customers who were not happy about the products and services they have received from us.
Complaints Data Publication
Lloyds Banking Group provides products and services to its customers through a number of brands or trading styles. Each of these identities is aligned to one of the Group's authorised firms. Complaints which are raised by customers of each brand are logged and reported to the Financial Services Authority against those firms.
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 each of the brands. We will update this information at the end of February and August each year.
To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.
The Financial Services 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.
Lloyds TSB Bank and Lloyds TSB Scotland customers jointly hold over 32 million banking products, combining current accounts, credit cards, personal loans and savings. We reported three complaints for every 1,000 of these accounts. The 'complaints closed' figure is inflated because the Financial Services Authority issued a waiver in 2007 suspending the resolution and reporting of complaints about the level, fairness or lawfulness of unauthorised overdraft charges, while a test case went to court. Following the Supreme Court’s judgment on 25 November 2009, this waiver lapsed and we resumed reporting these cases, the majority closing in this reporting period. The increased closure figure has in turn reduced the overall uphold rate as the majority of cases on hold under the waiver were subsequently declined in view of the court ruling. If these cases were discounted our uphold rate under the banking category would be 36%.
- Lloyds TSB General Insurance Limited
- Lloyds TSB Insurance Services Limited
- Lloyds TSB Scotland plc
- Cheltenham & Gloucester plc (mortgage customers)
- Cheltenham & Gloucester plc
- Lloyds TSB Bank plc (savings customers)
- Lloyds TSB General Insurance Limited
Or....
http://citywire.co.uk/new-model-advi...months/a426202
The Lloyds Banking Group has attracted 288,000 complaints in just six months, figures from the group have revealed.
Lloyds, which is 43% state owned and includes brands such as Halifax, Birmingham Midshires and Cheltenham & Gloucester, drew in the complaints from the start of January to the end of June.
Across the group, the biggest culprit was Lloyds TSB Bank. There were over 100,000 complaints about banking, of which just 12% were upheld by the group.
There were three gripes for every 1,000 of the 32 million banking products held by Lloyds TSB Bank and Lloyds TSB Scotland customers, according to the group. Many of the complaints related to unathorised overdraft charges which were kept on hold until the Surpreme Court ruled in favour of the banks.
General insurance and pure protection products (including products such as payment protection insurance) sold by Lloyds TSB were the source of some 41,000 complaints, but in this instance 54% were upheld. The banks have been criticised for how they have handled complaints about payment protection insurance after the widespread mis-selling of the policies. Lloyds announced just last month that it would stop selling the products.
Bank of Scotland was responsible for a large chunk of Lloyds Banking Group’s overall complaints tally, being subject to more than 68,000 complaints about its banking services. Just 7% were upheld.
Those customers who complain to their bank but are then dissatisfied by its response can take the case to the Financial Ombudsman Services (FOS). Lloyds Banking Group also tops the list of the number of complaints that customers take to the FOS, which received 19,881 cases involving the group in the six months to 31 December.
A spokesperson for Lloyds Banking Group sought to emphasise its size compared to its peers: 'With over 30 million customers, the Group has the largest customer base in the UK. We proactively contact one of our customers every 35 seconds to ask them how they rate our service and how we can improve. The vast majority are happy with the service we provide and this is reflected in the low number of complaints we receive relative to the high number of accounts our customers hold.'
The Lloyds Banking Group has attracted 288,000 complaints in just six months, figures from the group have revealed.
Lloyds, which is 43% state owned and includes brands such as Halifax, Birmingham Midshires and Cheltenham & Gloucester, drew in the complaints from the start of January to the end of June.
Across the group, the biggest culprit was Lloyds TSB Bank. There were over 100,000 complaints about banking, of which just 12% were upheld by the group.
There were three gripes for every 1,000 of the 32 million banking products held by Lloyds TSB Bank and Lloyds TSB Scotland customers, according to the group. Many of the complaints related to unathorised overdraft charges which were kept on hold until the Surpreme Court ruled in favour of the banks.
General insurance and pure protection products (including products such as payment protection insurance) sold by Lloyds TSB were the source of some 41,000 complaints, but in this instance 54% were upheld. The banks have been criticised for how they have handled complaints about payment protection insurance after the widespread mis-selling of the policies. Lloyds announced just last month that it would stop selling the products.
Bank of Scotland was responsible for a large chunk of Lloyds Banking Group’s overall complaints tally, being subject to more than 68,000 complaints about its banking services. Just 7% were upheld.
Those customers who complain to their bank but are then dissatisfied by its response can take the case to the Financial Ombudsman Services (FOS). Lloyds Banking Group also tops the list of the number of complaints that customers take to the FOS, which received 19,881 cases involving the group in the six months to 31 December.
A spokesperson for Lloyds Banking Group sought to emphasise its size compared to its peers: 'With over 30 million customers, the Group has the largest customer base in the UK. We proactively contact one of our customers every 35 seconds to ask them how they rate our service and how we can improve. The vast majority are happy with the service we provide and this is reflected in the low number of complaints we receive relative to the high number of accounts our customers hold.'
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