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Lloyds tops FOS complaints data


Lloyds Banking Group was the most complained about business group in the second half of 2012, according to the Financial Ombudsman Service.

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

Complaints about PPI made up 74 per cent of the 283,251 complaints referred to the ombudsman during the period.

Lloyds was the most complained about individual business for PPI.

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.

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 over the period.

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

Investment Quorum chief executive Lee Robertson says: “We are seeing the same old big organisations at the top of the complaints table that really should know better.”


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