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Lloyds TSB rejects 9 out of 10 customer complaints

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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.”

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Readers' comments (5)

  • But an order from the FSA for the banks to publish their complaints data means squat if the FSA continues to do damn all about such data. When is the FSA going to announce its new campaign of intrusive and interventionist regulation towards the banks? When hell freezes over, I think we can safely predict.

    Still, never mind, the RDR will sort it all out and we'll all live happily ever after.

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  • I bet mine didn't even make it to the 'complaint list'!!

    They have you by the short and curlies.

    So does the FSA, so does every man and his political dog.

    And we think we live in a democracy, a just and fair society.

    We believed this new government would be fair and reasonable, different, not so.

    Politicians will lie through their teeth to get a vote and then lie some more when they make a mess, anybody see last night's programme? Scary stuff.

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  • So they actually agreed with 41844 against themselves, in 6 months!!!

    No need for FOS to offer iPads, just set up a team at Lloyds Head Office.

    Is it just me or is something wrong with the regulation of Bankassurers?

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  • So what's the difference between Bank of Scotland "resolving" a complaint and "upholding" it?

    Sounds to me like they are even worse than Lloyds TSB so is this poor FSA jargon or poor reporting?

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  • i have been waiting 2years to get my p p i tsb have said they will go by what the f o s says and the fso have told tsb the condtion and t s b have agreed i reseived phone calls telling me that they will abide by the f s o still waiting i am taking t s b bank to the small debts court i know that it is in my favourthe longer they keep this matter going the more interestd they pay out

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