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Lloyds tops FOS complaints data


Lloyds Banking Group has emerged as the business group most complained about to the Financial Ombudsman Service for the second half of 2012.

One of its subsidiaries, Black Horse, saw a massive 97 per cent of complaint cases upheld by the FOS relating to payment protection insurance misselling over the six month period.

As a group, Lloyds recorded a total of 93,454 FOS complaints between 1 July and 31 December, a huge 360 per cent increase from 20,310 for the same period in 2011.

Barclays had a total of 45,532 complaints referred to the FOS in the second half of last year, while Royal Bank of Scotland had 19,214.

Overall the FOS received a record total of 283,251 new complaints over the six months, an increase of 110 per cent on the first half of the year.

Complaints about PPI made up 74 per cent of the total complaints referred to the ombudsman during the period.

Lloyds, the most complained about group, was also the most complained about individual business for PPI, with Lloyds TSB having 42,195 PPI complaints referred to the FOS, and the most complained about individual business overall with 45,727 referred to the FOS in total.

Barclays had the highest proportion of complaints upheld against it, with 57 per cent of complaints upheld. Lloyds TSB saw 55 per cent of its complaints upheld by the FOS.

Among adviser businesses, Sesame had a total of 263 complaints referred to the FOS, Openwork had 132 complaints, St James’s Place had 89, Positive Solutions had 77, and Personal Touch Financial Services had 68.

Over the same period the FOS upheld 52 per cent of complaints against PosSol, 29 per cent against Openwork, 24 per cent against SJP, 23 per cent against Sesame and 23 per cent against PTFS.

The average uphold rate for all businesses was 45 per cent.

FOS chief executive and chief ombudsman Natalie Ceeney says: “The number of PPI complaints has continued to increase at unprecedented levels and we are now regularly taking on around 2,000 new cases each day. Over the last year or so, we have geared up substantially to deal with these record complaint numbers and we are now resolving more cases each week than ever before.

“Where businesses have shown a real commitment to better customer service and diligent complaints handling, including actively engaging with the ombudsman, cases are resolved more quickly and easily, to the benefit of everyone.”

Lloyds customer services director Martin Dodd says: “Our priority is to listen to our customers and fix the things that might cause them to complain in the first place, and our reportable complaints figures show that we are heading in the right direction.

“We are very disappointed with the number of PPI complaints that have been referred to FOS, and we are actively addressing this with the ombudsman. We are confident we will see an improvement throughout the year.”

The top 10 most complained about business groups to the FOS:

FOS-complaints data-March2013


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

  1. The problem with data reportyed like this is it has no context in terms of the size of the groups.

    If group A has twice as many customers as any other group, it could have lower complaint rates but still head the bad boys table.

    I’d like to see complaints related to no. of accounts or customers.

  2. Agree Paul… though for this type of complaint, I wuld prefer to see the data compared to number of PPI sales rather than number of customers.

    Though some of the firms will struggle to answer that question!

  3. So that’s approximately £225,467,796 in FOS case fees then (assuming no free cases for any of the companies involved)……………………

  4. Out of jurisdiction cases need to be excluded from that, and FOS receives the full payment when the case is closed… so they have to do the work first

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