Complaints (Jan - Jun 2020)

Managing Director of Customer Services, Vanessa Murden, said: “The impact of the pandemic has been felt in households across the UK, and during these difficult times, we understand people want a bank that gets it right first time. To do this, we have to ensure our customers are receiving the best possible service, and our focus remains on removing the reasons that give customers cause to complain. We have seen complaints in the first half of 2020 fall by over 12% when excluding PPI, compared to the second half of 2019.”

To view complaints information for any firm of Lloyds Banking Group, with more than 500 reportable complaints in the previous six month reporting period, you can click on the links below:

Bank of Scotland PLC

Black Horse Limited

Halifax Share Dealing Ltd

HBOS Investment Fund Managers Limited

Lex Autolease Ltd

Lloyds Bank General Insurance Limited

Lloyds Bank PLC

MBNA Limited

Scottish Widows Limited

Scottish Widows Unit Trust Managers Limited 

St Andrew’s Insurance PLC 

The Mortgage Business PLC


More information:

  • To help you interpret the information we have provided a glossary of terms which explains key references in the publication reports.
  • The Financial Conduct Authority publishes collective complaints data covering all firms.
  • The Financial Ombudsman Service publishes separate complaints data on the number of complaints referred to it by individual firms.