FOS names and shames lender where 95% of complaints were upheld

FOS names and shames lender where 95% of complaints were upheld


Marking the first time that the Financial Ombudsman Service has disclosed the number of complaints against banks, Lloyds Banking Group was given the dubious accolade of being the UK’s most complained about bank. 

The FOS revealed that 15,233 customers complained about the state-backed bank during the first half of this year, with 82% of these grievances upheld.


In second place, Barclays accumulated 9,056 complaints between January and June; Royal Bank of Scotland received 5,833; Abbey saw 4,279 and HSBC 2,969 respectively.


These five banking institutions gathered over half of all new complaints lodged during the first half of 2009. For all of the 142 individual businesses which were investigated by the FOS, the average proportion of complaints upheld stood at 59%.


The worst offender was the Black Horse personal loans and mortgage business from Lloyds, which saw a huge 95% of complaints upheld.


Sir Christopher Kelly, the chairman of the FOS, has pledged to write to the chairmen of the businesses which garnered the most complaints and “ask them to consider very carefully both their own complaints performance – and the complaints performance of their competitors.”

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