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Lloyds tops FOS complaints data in second half of 2013

Lloyds Banking Group has emerged once again as the business group most complained about to the Financial Ombudsman Service, despite the number of complaints it received falling by 9 per cent year-on-year.

The FOS has today revealed the firms it received the most complaints about in the second half of 2013.

There were 85,379 complaints about Lloyds between July and December 2013, down from 93,454 in the same period in 2012.

Lloyds subsidiary Lloyds TSB was the most complained about business over the period, receiving 40,500 complaints, of which 54 per cent were upheld.

Bank of Scotland, another Lloyds subsidiary, was the second most complained about business, receiving 39,134 complaints. The FOS says 43 per cent of these were upheld.

Barclays was the second most complained about business group, with 37,030 complaints in the second half of last year. This represents a 19 per cent fall compared with the second half of 2012.

Royal Bank of Scotland received the third highest number of complaints among business groups with 16,603 complaints during the period, followed by HSBC and MBNA.

The FOS received a total of 248,801 complaints in the second half of last year, 12 per cent lower than the 283,251 complaints it received in the same period in 2012.

In 2013 as a whole the FOS received a record 575,836 complaints, an increase of 38 per cent compared to 2012.

Over three quarters of the complaints received in the second half of 2013 related to payment protection insurance.

Chief ombudsman Tony Boorman says: “The extraordinary volumes of financial complaints we saw in 2013 now looks as if they’re starting to level off at last.

“But we’re still a long way from being able to say that PPI is sorted once and for all. Over 1,000 people every day are still asking us to sort out PPI problems that they’ve not been able to resolve directly with their bank.

“So with the numbers of new cases still depressingly high, we’re going to need to continue to rely on the patience of consumers and the cooperation of businesses to get us through the substantial workload.”

He adds that away from PPI, uphold rates remain “stubbornly high” in too many cases.

Lloyds Banking Group customer service director Martin Dodd says: “Throughout 2013 we have continued to make significant progress on customer complaint handling. Our aim remains to reduce the cause of customer complaints in the first place.

“This year, we’ll strive to maintain our position as the bank that receives the fewest complaints, relative to the number of customers, of all major providers.”

Top 10 most complained about business groups
           
 

1 July – 31 Dec
2013 (period 10)

Difference between period 9 and 10

1 Jan – 30 June 2013
(period 9)

1 July – 31 Dec
2012
(period 8)

1 Jan – 30 June 2012
(period 7)

           

Lloyds

85,379

-34%

129,293

93,454

27,745

Barclays

37,030

-16%

44,223

45,532

24,457

Royal Bank of Scotland

16,603

-28%

22,940

19,214

8,460

HSBC

16,389

-11%

18,444

16,573

9,960

MBNA

15,874

1%

15,747

16,629

9,613

Santander UK

9,400

-5%

9,891

10,753

5,754

Capital One

7,673

-36%

12,048

10,115

5,866

Nationwide

6,495

-28%

9,082

9,928

4,553

National Australia Group

3,157

-39%

5,170

4,669

2,898

Co-op

2,169

9%

1,998

2,106

1,055

Total

200,169

-26%

268,836

228,973

100,361

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Comments

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

  1. This article and many like it , highlight to me that meaningful contextulisation of complaints data is long overdue.

  2. The Famous Cash 20th May 2014 at 1:05 pm

    It will probably take about a decade to have this company shut down.
    Check out FB page, “The People against Lloyds.”!

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