View more on these topics

Lloyds tops FOS complaints data again


Lloyds Banking Group has emerged once again as the business group most complained about to the Financial Ombudsman Service, with the number of complaints against the bank up a massive 366 per cent year-on-year.

The FOS has today published its latest complaints data about the businesses it received the most complaints about in the first half of the year.

There were 129,293 complaints about Lloyds between January and June, compared to 27,745 in the same period last year.

Lloyds subsidiary Lloyds TSB had the highest proportion of complaints upheld against it out of the top 10 most complained about firms, at 86 per cent. Another Lloyds subsidiary, Bank of Scotland, was also named as the most complained about firm in relation to payment protection insurance misselling.

Lloyds was also the most complained about business group in the second half of last year.

Barclays received 44,223 FOS complaints in the first half of the year, while Royal Bank of Scotland received 22,940. The FOS upheld 64 per cent of Barclays complaints and 34 per cent of RBS complaints.

Overall the total number of new complaints hit record levels, with the FOS receiving 327,035 complaints between January and June, up 141 per cent from 135,170 in the same period in 2012.

PPI complaints accounted for over eight out of ten of the total new complaints. A total of 266,228 new PPI complaints were referred to the FOS in the first half of the year, a rise of 211 per cent from 85,562 in the first half of 2012.

Stripping out PPI complaints, the number of FOS complaints rose 23 per cent from 49,608 to 60,807.

FOS chief executive Natalie Ceeney says: “During the first six months of this year we sorted out a record number of complaints. Disappointingly, we are still seeing cases where businesses are not following our long-standing approach to PPI, resulting in long waits and unnecessary delays for consumers.

“But we are seeing encouraging signs from some major businesses that are starting to recognise the value of getting things right for their customers, with an increased focus on sorting out problems and concerns as quickly as possible.”

A Lloyds spokesman says: “Excluding PPI, complaints volumes for Lloyds are down 11 per cent. However, PPI complaints are still higher than we would like.

“We made a decision in the first half of the year to voluntarily take a number of cases that were with the FOS and pay customers to ensure they did not experience unnecessary delays. This has had a significant impact on the FOS data, so we are confident the change rate on PPI complaints will reduce significantly as we continue to work with FOS in the second half of the year.”

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

Source: FOS


News and expert analysis straight to your inbox

Sign up


There are 5 comments at the moment, we would love to hear your opinion too.

  1. How long before the banks decide what most IFA’s have already discovered; that financial services in the UK can no longer be profitable whilst we have such a pointless and overblown regulatory system.

    I know most of us will come on here and have a go at the banks and their appalling complaints record but we all know that most ‘mis-sales’ really should fall under ‘buyer beware’.

    And credit card insurance is just the latest. It’s been around for about 10 years but only now has the FCA realised it’s a problem.

    It’s not, it’s just a poor product, like the chocolate fireguard, the horse-burger and the Peugeot 307,

  2. @Soren;

    I have to fundamentally disagree. The 307 is a wonderful car.

  3. JonDePlume

    Have you actually owned one?

    I did. That was a mistake I won’t be repeating in a hurry.

  4. I think it’s just become a self fulfilling prophecy. Once the complaints stucture/FOS was created on a non evidential basis it was never going to take a few canny lawyers to exploit the process.

    And much as I dislike the banks’ historic selling methods, this constant stream of increasing complaints about one product or another will continue. The potential for free money with not risk or cost is never going to be a deterrent for people to correctly make complaints and will just put large firms on the defensive.

    The system is defective so expect more of the same for some time.

  5. And only 714 complaints against all Networks in 6 months.
    Given the amount of business the Networks conduct in total I think this is an incredibly small number compared to the banks and totally disproportionate to the amount of regulation imposed

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