Lloyds TSB received the largest
number of customer complaints in 2009, according to six-monthly
data released by the UK Financial Ombudsman Service (FOS).

Lloyds TSB received 9,952 complaints in the
second half of 2009, continuing its position as most complained
about bank from the first six months of the year, when it received
6,947 complaints.

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Barclays ranked second (9,836) with Bank of
Scotland, now part of the Lloyds Banking Group, in third place. The
top three remain unchanged from the first half of 2009.

The FOS said five financial services groups,
each with more than 3,000 complaints, accounted for some 46,979
cases – or over half of all the new complaints received by the FOS
during the six-month period.

In total, complaints in the second half of the
year rose by 18 percent to 82,136, compared to the first six months
of the year, reflecting heightened public concern over the
country’s banking sector (see RBI
619).

Santander and HSBC were also among the top six
most complained about banking brands.

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“The data we have released today clearly shows
that some businesses still need to do more to ensure that they deal
with their customers’ complaints effectively and fairly – so that
consumers do not then need to escalate their dissatisfaction to the
ombudsman,” said David Thomas, interim chief ombudsman.

“We hope that businesses will continue to use
this data to focus their attention on addressing these key
complaints-handling issues over the coming months and years,” he
added.

The ombudsman service upheld an average of 53
percent of complaints in favour of consumers, compared to 59
percent in the first half of the year.

The FOS settles individual complaints between
consumers and businesses providing financial services, including
banks, insurance companies and investment firms.