Lloyds TSB rejects 9 out of 10 customer complaints

Lloyds TSB has admitted it receives around 2000 banking related complaints a day from its customers – but the bank rejects almost 90 per cent them.

The state-backed bank said it had received 348,700 banking complaints in the first six months of the year but just 12 per cent ended in an apology or compensation.

The FSA has ordered banks to publish the data relating to customer dissatisfaction, with Royal Bank of Scotland recently revealing it receives 1,600 complaints a day.

Bank of Scotland, which includes Halifax and Birmingham Midshires, revealed it resolved 246,733 complaints but upheld only 7 per cent of them. Cheltenham & Gloucester rejected 68 per cent of the 2,645 complaints it received.

A Lloyds spokeswoman says: “Our relationship with our customers is at the heart of our business and we take all feedback very seriously. Like every organisation we know there are areas where we can improve and we’re working with our customers to do just that.   

“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.”