The UK’s biggest retail banking group, Lloyds, received 288,717 customer complaints in the six months to 30 June, almost 2,000 complaints every working day.

Although Lloyds upheld only 12% of complaints on banking, it was at pains to stress that the low figure was distorted by a high number of complaints relating to unauthorised overdraft charges.

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Such complaints were thrown out by the bank following the high profile failure of the UK Office of Fair Trading’s test case against UK banks.

The Lloyds TSB brand received the highest number of complaints within the group (103,686), while Bank of Scotland (including the Halifax brand) received 68,280 complaints, of which only 7% were upheld.

The extent of the challenge facing Lloyds to improve its customer service reputation, has also been highlighted by the latest Which? customer satisfaction survey, published on 22 August.

Of 31 UK financial services brands surveyed, Halifax and Bank of Scotland scored the lowest rankings.

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