When assessing a customer complaint, the customer’s account of what had actually happened at the time of the sale was not always considered in a balanced way. Some customers whose complaints were rejected were told that their complaint had been ‘fully investigated’ with ‘appropriate weight and balanced consideration to all available evidence’, when this was not the case.Complaint handlers justified the decision to reject customers’ complaints on the basis that the sales process used by Lloyds was robust, when Lloyds knew there were significant sales process failures and mis-selling.Lloyds’ conduct was unacceptable.”Įxamples of how customers lost out as a result of Lloyds’ failings included that: Customers who had already been treated unfairly once by being mis-sold PPI were treated unfairly a second time and denied the redress they were owed. “The size of the fine today reflects the fact that so many complaints were mishandled by Lloyds. If trust in financial services is going to be restored following the widespread mis-selling of PPI, then customers need to be confident that their complaints will be treated fairly. “PPI complaint handling is a high priority issue for the FCA. Georgina Philippou, acting director of enforcement and market oversight at the FCA said: In some instances, Lloyds did not contact customers to enable them to give their account of the sale.Īs a result of Lloyds’ misconduct, a significant number of customer complaints were unfairly rejected. Some complaint handlers relied on the Overriding Principle to dismiss customers’ personal accounts of what had happened during the PPI sale or to not fully investigate customers’ complaints. In addition, Lloyds did not notify complaint handlers of known failings identified in its PPI sales processes during the relevant period. In March 2012, Lloyds issued guidance instructing complaint handlers that the overriding principle when assessing complaints was that Lloyds’ PPI sales processes were compliant and robust unless told otherwise (the Overriding Principle). If you are still experiencing an issue with the app you can contact us for technical support.The Financial Conduct Authority (FCA) has issued its largest ever retail fine (£117m) to Lloyds Bank Plc, Bank of Scotland Plc and Black Horse Ltd (together Lloyds) for failing to treat their customers fairly when handling Payment Protection Insurance (PPI) complaints between March 2012 and May 2013.ĭuring the relevant period Lloyds assessed customer complaints relating to more than 2.3 million PPI policies and rejected 37 percent of those complaints.įirms are required to assess complaints impartially and can reject unfounded claims. If you keep getting an error message saying 'Could not logon', please delete the mobile banking app, and download the latest version of our mobile app from the App or Play store. You can check our service status page (opens in a new window) to see when we'll be upgrading our services and to check if there are any issues. The mobile banking service is sometimes temporarily unavailable for essential maintenance or technical reasons. It will take a few minutes to enter the details and once completed, you will be able to log in to the app straight away. To do this, you will need your Digital Banking login details. This will take you through re-registration and let you choose a new passcode. To reset your passcode open up the app and select 'Forgotten passcode'. If you have entered an incorrect mobile banking passcode too many times, the app will have become locked. Your passcode will be 5 to 8 digits in length. If you have recently changed your Digital Banking PIN and password, you will need to register for the mobile banking app with those new details. You can try to log in again when the signal is strong. Please check that you are connected to the internet, and that you have a good connection strength. There are a number of reasons why you may not be able to log in to your mobile app: Connectivity
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