MSE News: Lloyds is worst offender for wrongly rejecting customer complaints

A question about : MSE News: Lloyds is worst offender for wrongly rejecting customer complaints

Lloyds Bank wrongly turned away the most complaints, with 74% of consumers' complaints upheld by the ombudsman...

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Lloyds is worst offender for wrongly rejecting customer complaints

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• When commenting about Lloyds, please remember Hanlon's razor:
  Quote:
• How many of those complaints have been regarding PPI?
• This thread will upset the professional apologists of Lloyd's on this forum.
• 30 years ago, I loved my local Lloyds.
  The staff were middle aged, professional, efficient, and never made a mistake. Then they closed my local branch, and I had to move on. Sad.
• If you look at the statistics, in all other areas the FOS uphold rate is below 30% - so for every case where it finds in favour of the consumer over two cases are found in favour of the bank.
  So clearly the scale of other complaints has been dwarved by the number of PPI cases, of which 82% were upheld, to reach 74% overall.
  However, we do not know how many of the cases relate to the legal action. Although that was some time ago, cases where a decision was "parked" pending the court decision either by FOS directly or because the bank did not act on them pending the outcome in the courts have to work their way through the system.
• Is there a penalty applied by the regulator for unfairly declining complaints? The ombudsman service doesn't punish firms, so in these circumstances, who does?
  There will be a number of customers who simply didn't escalate their complaint(s) to the ombudsman, resulting in an obvious advantage for the financial firms.