Complaints (Jul - Dec 2019)


Managing Director of Customer Services, Vanessa Murden, said: "We always want to provide our customers with the best possible service, and we have a clear focus on removing the reasons that give customers cause to complain. We’re continually on the lookout for ways to make it simpler and easier for customers to bank with us and, compared to 2018, complaints excluding PPI fell by 16%."

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 Ltd

Lex Autolease Ltd

Lloyds Bank General Insurance Limited

Lloyds Bank PLC

MBNA Limited

Scottish Widows 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.