MSE News: Barclays and Lloyds TSB top complaints bad boy league as PPI gripes soar

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Former_MSE_Helen
Former_MSE_Helen Posts: 2,382 Forumite
in Budgeting & bank accounts
"Barclays and Lloyds TSB are the worst of the major banks for wrongly dismissing customer complaints, says the Ombudsman..."
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Barclays and Lloyds TSB top complaints bad boy league as PPI gripes soar

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  • Consumerist
    Consumerist Posts: 6,310 Forumite
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    I think it would be more interesting to know the complaints statistics with the PPI referrals stripped out so we get a better idea of the underlying customer service from banks.
    >:)Warning: In the kingdom of the blind, the one-eyed man is king.
  • dalesrider
    dalesrider Posts: 3,447 Forumite
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    Agree with the above as PPI is really messing with the real figures.

    Strange how FOS cannot seperate them out. As they will know.....
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • Bernard_Coleslaw
    Bernard_Coleslaw Posts: 652 Forumite
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    dalesrider wrote: »
    Agree with the above as PPI is really messing with the real figures.

    Strange how FOS cannot seperate them out. As they will know.....

    They do show PPI complaints separately - they're shown as a column in the FOS table here.
    Everyone needs something to believe in.

    I believe I need another beer.
  • dalesrider
    dalesrider Posts: 3,447 Forumite
    edited 5 March 2013 at 4:21PM
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    Bernard_Coleslaw wrote: »
    They do show PPI complaints separately - they're shown as a column in the FOS table here.

    Thanks...

    But not as quoted in the artical link above...
    Complaints about PPI mis-selling helped the Financial Ombudsman Service's workload double during 2012 – with Barclays and Lloyds TSB the worst major banks for wrongly dismissing customer complaints.

    Still I guess its is a MSE piece.....

    lloyds total complaints 45727> ppi 42195
    barclays total complaints 44725> ppi 37883
    So PPI new claims in the period are not double... More like +90% in these 2 cases.
    % of cases ruled in cutomer favore is also over 50% for both...
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • Consumerist
    Consumerist Posts: 6,310 Forumite
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    dalesrider wrote: »
    . . . But not as quoted in the artical link above. . .
    You would have thought that MSE could have provided a link to the FOS table.
    >:)Warning: In the kingdom of the blind, the one-eyed man is king.
  • dalesrider
    dalesrider Posts: 3,447 Forumite
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    Consumerist wrote: »
    You would have thought that MSE could have provided a link to the FOS table.

    We're a journalistic website, but can't guarantee to be perfect...

    That statement says it all to me.

    As we all know jurno's only want to print what they want people to read... Not the full fact details.
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • pmduk
    pmduk Posts: 10,655 Forumite
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    The most surprising thing to learn from this article is that Barclays have a Director of Customer Service! I thought they'd abandoned the concept years ago.
  • magpiecottage
    magpiecottage Posts: 9,241 Forumite
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    Barclays had a 77% uphold rate on PPI and Lloyds TSB had 86%.

    However, these figures are based on when the complaint was resolved, not when FOS received them. As PPI takes well over a year to resolve, some of these complaints will date back to the time when the judicial review was going on and they were simply stacking up.

    By contrast, the made a complaint about something else to a bank last August which went to FOS and was resolved by November.
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