FOS says PPI claims persist

Bank of Scotland ‘most complained about’

Bank of ScotlandBank of Scotland heads a list of companies that received the most complaints from customers, mainly over payment protection insurance.

The bank, part of Lloyds Banking Group, faced 20,228 complaints in the first half of this year, up 3% on the second half of 2014 and more than 200 ahead of Barclays with 20,021 complaints.

Both toppled Lloyds which dropped 18% to third place with 19,818 unhappy customers.

HSBC was fourth with 12,792, followed by National Westminster Bank with 11,549.

Network Sesame was the most complained about advice firm, with 172 complaints. Its rival network Openwork came in second with 111. St James’ Place was third with 70 complaints and Hargreaves Lansdown fourth with 60.

The ombudsman received a total of 173,994 new cases in the first half, a rise of 8% on the previous six months where there were 161,649 new cases. The service found in favour of 57% of complainants.

Claims over PPI still dominated the ombudsman’s workload, however, making up over half of the total 173,994 cases with 94,091 new PPI complaints.

The number actually fell 10% on the second half of last year, but chief ombudsman Caroline Wayman said it remained a big portion of the FOS’s work and she blamed claims management companies for the continuing flow of cases.


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