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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, despite receiving less than half the number of complaints it did a year ago.

The FOS has today revealed the firms it received the most complaints about in the first half of 2014.

Lloyds Banking Group was the subject of 62,132 complaints in the first half of 2014, down by 52 per cent from 129,293 in the first half of 2013.

LBG subsidiary Lloyds TSB received the most complaints for an individual business.

It received 30,768 complaints in the first half of the year, down 49 per cent year-on-year, with 66 per cent of complaints upheld.

Bank of Scotland, another LBG subsidiary, received the second highest number of complaints for an individual business at 27,883.

This represents a 55 per cent fall compared to the first half of 2013, with 51 per cent of complaints upheld.

Barclays was the second most complained about business group, receiving 27,487 complaints in the six-month period. This represents a 38 per cent fall year-on-year.

The FOS took on 191,129 new cases in the first half of 2014, down by 42 per cent year-on-year.

Of these, 133,819 complaints related to payment protection insurance, making up 70 per cent of new cases.

Stripping out PPI complaints, the number of complaints is down by 6 per cent year-on-year, from 60,807 to 57,310.

FOS chief ombudsman Caroline Wayman says: “Responsibility for sorting out the mass missale of PPI is still the major part of the ombudsman’s workload.

“But during the first half of 2014 there’s been a marked change in the type of complaints consumers are asking us to resolve.

“We’re seeing more and more people turn to us in frustration where they feel their bank or insurer simply doesn’t understand or really care. And we’re hearing growing dissatisfaction from people about being processed industrially as a number rather than being listened to as an individual customer.

“By giving their customers more thoughtful and personal responses, businesses can help sort out problems earlier on, prevent complaints being escalated to the ombudsman and rebuild trust and confidence.”


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  1. No shocks here then, representative of the laissez faire attitude toward customers who are merely cash cows for their leach like culture, no remorse for any of their heinous financial crimes over the past decade and the pretence of having cleaned up their act you would have thought had fooled no-one. Sadly everyone who is persuaded to see an adviser in branch is fair game. Just think once they can work out how to make gross( and I use the word deliberately) profit out of financial advice post RDR they will be back, god help the general public again. The financial worlds equivalent of ISIS.

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