The figures show that complaints to the Ombudsman relating to the Group’s brands are falling at a faster rate than any other major bank.
The data published today also shows that, excluding complaints relating to PPI, 70 per cent of the Group’s decisions are upheld when they are referred to FOS. The Group continues to make significant progress on this measure, up from 55 per cent in 2010.
In addition, the FOS has today confirmed that in complaints relating to Investments and Pensions, it agrees with more decisions made by Lloyds Banking Group than any other major bank.
Banking Complaints
Last week, the Group confirmed that on a like for like basis, it continues to receive fewer complaints than other major. In the six months to June 2014, the Group reported 83,785 banking complaints. This was largely driven from a 42.7% increase in complaints received via CMCs. Overall, Halifax and Bank of Scotland received 1.2 banking complaints per 1000 accounts, and Lloyds Bank received 1.6.
Group Customer Service Director, Martin Dodd, said: "We want to be the best bank for customers, so we work hard to make sure we fix the things that cause our customers to complain in the first place. However, if things don’t work out, we want to make sure we can resolve any concerns quickly and fairly. Today’s figures show that we are making progress on this.
"On a like for like basis, we continue to receive fewer banking complaints than any other major bank. The significant reduction in the number of referrals to the Ombudsman is encouraging, as it is testament to the improved experience that our customers are receiving. We know that there is still work to do, and that some wider industry issues have impacted our customers in the first six months of the year. However, we continue to work with FOS to make sure that our customers are get the right outcomes".
Total FCA reportable complaints
Last week, the Group reported that compared with the first half of 2013, the Group’s FCA reportable complaints in the first six months of this year, excluding those relating to PPI, went from 104,590 to 129,469. This increase was been driven largely by complaints relating to mortgages following the industry implementation of MMR, issues arising from the introduction of auto enrolment for corporate pension schemes and an increase in banking complaints driven by Claims Management Companies (CMCs).
PPI Complaints
PPI complaints continue to account for a significant, but reducing, proportion of all complaints received by the Group. In the first half of 2014, PPI complaints accounted for 78% per cent of all complaints. The Group continues to proactively manage the issue of PPI complaints in order that customers can receive redress if they have been missold, and continues to work closely with FOS on the handling of these complaints. This is an ongoing process and we will continue to review all claims in an in-depth manner that produces fair outcomes for customers.
