An undercover investigation by The Times newspaper into Lloyds Banking Group’s PPI complaints procedure has revealed that their staff were trained to work on the assumption that Lloyds salesmen never mis-sold PPI.
A Times undercover reporter went through the recruitment and training process to work as a complaints handler at the Royal Mint Court in London, and the exposé was featured on the front cover of The Times newspaper on Tuesday 11th June 2013.
During the training process, recruits were advised to expect to find the job ‘morally difficult’. The trainees were also advised that if a complaint was rejected the first time, many customers would not continue with their claim. This was one of many ways in which they were trained to ‘play the system’ to the client’s detriment. Complaint handlers were taught to turn a blind eye to any possible fraud by Lloyds salesmen who may have ticked boxes to request PPI on application forms that clients had left blank, although they were openly advised that this had in some instances occurred. The exposé also reports that staff at the Royal Mint had breached customers’ privacy under the Data Protection Act whilst handling their complaints. On one occasion this led to a couples divorce. The reporter also discovered in the course of his investigation a document which admitted Lloyds had lost crucial customer evidence.
In light of the media coverage surrounding this damning investigation, Lloyds admitted failings in the way its staff were trained to deal with complaints. Lloyds Banking Group has set aside £6.7bn to meet the bill for PPI compensation, with the figure predicted to rise yet higher.
At Direct Redress, we pride ourselves in being specialists with PPI claims. To start your claim today, just submit an enquiry (in the form to the right) and we’ll call you back, or call us on 0800 148 8670.