View more on these topics

Lloyds worst culprit again on complaints

Lloyds Banking Group has once again emerged as the high street bank with the highest level of complaints between July and December last year.

The latest data from the Financial Ombudsman Service reveals that across the group new complaints about Lloyds totalled 22,181 for the second half of 2010, compared to 22,420 complaints between January and June last year.

In the first half of 2010 Lloyds accounted for more complaints than Santander, Royal Bank of Scotland and Barclays put together.

In the second half of 2010 Lloyds TSB Bank generated 12,234 complaints, mainly relating to general insurance products such as payment protection insurance.

Over the same period the FOS resolved 74 per cent of cases against Lloyds TSB Bank in favour of the consumer, 88 per cent of cases relating to GI.

Royal Bank of Scotland had a total of 8,644 complaints, with 3,760 through its NatWest brand and 3,286 through the RBS brand. For NatWest 52 per cent of cases were upheld, and for RBS 60 per cent were upheld.

Barclays had 8,256 complaints across the group. Out of the total 6,535 related to Barclays Bank, and out of that 4,067 related to banking and credit issues. For Barclays Bank 56 per cent of cases were upheld during the second half of 2010, with 82 per cent of investment cases upheld and 75 per cent of GI cases.

HSBC received 8,238 complaints and Santander received 7,479, with 27 per cent of cases upheld for HSBC and 39 per cent for Santander.

Towry received the most adviser complaints during the second half of 2010, with 349.

AWD Chase de Vere had 91 complaints, while Norwich & Peterborough Building Society, which distributed Keydata products, had 73 complaints during the period.

Sesame Bankhall Group had a total of 76 complaints, Openwork received 41 complaints, Positive Solutions had 37 complaints, and St James’s Place received 35 complaints.

Of the cases resolved between July and December, 84 per cent of Towry’s were settled in favour of the customer, 60 per cent of Sesame cases were upheld, 65 per cent of Positive Solutions were upheld, 58 per cent of AWD cases were upheld, 46 per cent SJP cases were upheld, 41 per cent of N&P cases were upheld and 24 per cent of Openwork cases were upheld.


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. so…using the FSA methodology this is a good result?

  2. Any idea what the split is between the original Lloyds Bank and HBOS?

    Judging by some of the mess we fix for clients I suspect the latter have a lot to answer for.

  3. The headline could read “Largest FS institution in UK gets more complaints than smaller ones”

  4. Re Greg, very true, unfortunately that is not taken in to account, and who pushed them in to taking the other business??

  5. I believe Lloyds Tsb is the worst bank in Britain.They will surprise you with idiotic charges and still put your name in credit expert to make you bankrupt..

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