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Banks deal with fewer customer complaints

Customer complaints, excluding claims against payment protection insurance (PPI), fell to a six-year low, according to official figures from the Financial Conduct Authority (FCA), the new City watchdog.

Total complaints rose 1pc to 3.42m between June and December 2012 but the bulk were a result of PPI. The scandal saw 2.17m claims filed, a 5pc increase on the first half of 2012, which accounted for 63pc of all complaints. Redress paid to customers in the second half was £2.95bn, down from £3.17bn for the preceding six months.

Lloyds Banking Group attracted the largest number of complaints – 688,299 under its Lloyds TSB and Bank of Scotland brands – but it also has the most customers.

Excluding PPI, on a per customer basis, complaints at Lloyds fell to 1.1 in every 1,000. Santander fared the worst on that metric, with four complaints per 1,000 customers.

A Santander spokesman said: “Whilst we are pleased that the survey shows Santander made the largest improvement in customer satisfaction in 2012, we know we have more to do.”
Lloyds has been making a marked effort to improve customer relations since early 2010, when complaints per 1,000 customers were more than double current levels at 2.4.

Improvements were evident among all the major banks, with Barclays, Lloyds and Santander all posting lower complaints than in the first six months of 2012.

Complaints about banking products, such as current accounts, savings accounts and credit cards, which bankers said were more representative of the real relationship between lender and client, fell by 12% to 728,284.

“This represented the lowest half-yearly number of such complaints since the second half of 2006,” the FCA said.

Article taken from – The Telegraph

Use our payment protection calculator to find out how much you could be owed. Call Creditline Financial on 01733 393399 and speak to one of our friendly advisors.

Posted by Jay Beecher on 16 Apr 2013

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