Secret sting uncovers Lloyds PPI complaint failings

Lloyds Banking Group has admitted to failings in its handling of payment protection insurance (PPI) complaints, following an undercover investigation.

The bank said it had become "aware of issues" at one of its PPI complaints handling centres and had terminated its contract with the site's operator, Deloitte. It follows an investigation by The Times - which sent a reporter to work undercover at the centre at Royal Mint Court in London - which uncovered a string of claims against the bank. These included that it believed most customers would give up pursuing their complaint if the bank rejected it the first time around, and that complaint handlers should effectively turn a blind eye to the risk of fraud. The reporter also claimed ...