View more on these topics

FSA fines Lloyds £4.3m for delayed PPI redress

Lloyds Banking Group Cancara 480

The FSA has fined Lloyds Banking Group a total of £4.3m for systems and controls failings that led up to 140,000 customers receiving delayed redress for missold payment protection insurance.

The fine is the combined penalty for failings by Lloyds subsidiaries Lloyds TSB Bank, Lloyds TSB Scotland and Bank of Scotland.

Between May 2011 and March 2012, Lloyds sent 582,206 decision letters to PPI complainants agreeing to pay redress to them.  FSA rules state redress must be paid promptly and Lloyds aimed to make payment within 28 days of the decision letters.

Up to 140,209 customers – nearly a quarter – received payment after 28 days.  Around 87,000 customers had to wait over 45 days, 56,000 over 60 days, 29,000 over 90 days and 8,800 over six months.  Of the total, 24,589 payments dropped out of the process, and some were only identified after customers called to chase outstanding redress payments or went to the media to highlight their case.

The FSA found Lloyds did not plan well enough in preparing redress payments for customers missold PPI, and that the bank’s systems could not cope with the “very large” volumes of PPI redress payments.

Lloyds was also unable to fast-track redress to PPI customers after they called to chase this with the bank. The FSA also says there was ineffective tracking of redress payments and Lloyd’s approach to risk management when preparing the payments was also ineffective.

Lloyds has since reviewed its PPI redress payments system, and in some cases has paid interest of 8 per cent a year on outstanding redress payments.

FSA director of enforcement and financial crime Tracey McDermott says: “The industry let customers down badly in relation to the sale of PPI.  The significant volume of complaints is a product of Lloyds’ own failings and the least customers can now expect is that redress, when it is due, will be paid promptly.

“In short, Lloyds’ PPI redress payment systems fell well below the standard the FSA expects, and the size of this fine reflects how seriously we view these breaches.”

A spokesman for Lloyds says: “We did not fully anticipate the volume of complaints to be processed at the outset and experienced some administrative errors as we scaled up our systems and processes.  We acknowledge this led to some customers not being compensated on time and we apologise to those customers whose payments were delayed.

“It is important to note that almost all customers who were due redress during the review period have now been paid in full and, as the FSA notes, we have taken steps to ensure customers have not been financially disadvantaged.”


News and expert analysis straight to your inbox

Sign up


There are 4 comments at the moment, we would love to hear your opinion too.

  1. And it is still continuing!

  2. Perhaps their Chief Executive should concern himself with the shortcomings of his bank rather than taking issue with the speculative claimants.
    The bank could of course have offered redress to all of the customers mis sold PPI without any intervention by CMC’s or the Ombudsman.They chose not to and are now paying the price.

  3. Maybe those people who received late payment should consider charging the bank £35 per day for late payment.

  4. here we go again, wonder if they would be as slow in repossessing your debt, little sympathy for them,as you can see they are very pro-active in claiming their clawback from their clever directors from 2010, if they had not paid them silly american salaries in the first place and refused to pay golden parachutes when they resigned or left the bank would not now have to suffer the indignation of guilt and poor customer services- A Lloyds spokesman commented: “The board has the discretion to review all awards before they vest to ensure that they remain appropriate and therefore, where relevant, can consider adjustments to deferred bonuses.” in the publics point of view these awards were scandulous, hopefully they are also clawing all those idiots in the the bank of scotland division as well, not by 30% but by 130% would be more than appropriate.
    ask any of their financial advisers- they claw it back asap, when it falls off.

Leave a comment


Why register with Money Marketing ?

Providing trusted insight for professional advisers.  Since 1985 Money Marketing has helped promote and analyse the financial adviser community in the UK and continues to be the trusted industry brand for independent insight and advice.

News & analysis delivered directly to your inbox
Register today to receive our range of news alerts including daily and weekly briefings

Money Marketing Events
Be the first to hear about our industry leading conferences, awards, roundtables and more.

Research and insight
Take part in and see the results of Money Marketing's flagship investigations into industry trends.

Have your say
Only registered users can post comments. As the voice of the adviser community, our content generates robust debate. Sign up today and make your voice heard.

Register now

Having problems?

Contact us on +44 (0)20 7292 3712

Lines are open Monday to Friday 9:00am -5.00pm