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Lloyds admits shortcomings in handling PPI complaints

Lloyds has admitted failing to properly handle of complaints at a centre set up to deal with PPI mis-selling.

An undercover reporter from the Times newspaper said he was told to ignore possible fraud by Lloyds salesmen and that most complainants would give up if rejected the first time.

The Times reporter said he was told the job as a PPI complaint handler could be “morally difficult” and that they should effectively turn a blind eye to the risk of fraud.

Harvey Harding, head of private client services at PM Law, said: “There are still thousands of people who are owed money as a result of mis-sold PPI.

“If you were sold PPI on a mortgage or a credit card and didn’t ask for it, you could be owed thousands in compensation.

“At PM Law we deal with PPI claims on a no win, no fee basis and can advise you straight away whether or not you have a claim.”

In a statement Lloyds said: “Earlier this year we became aware of issues at a PPI complaints handling centre called Royal Mint Court in central London.

“This site was operated for us by a third party supplier, Deloitte. Following further investigations we took immediate action, and in May concluded our contract with Deloitte and moved to a new supplier.

“Some of the comments made by trainers to the Times reporter are not endorsed by Lloyds Banking Group and we believe they do not reflect our high training standards or our policies.

“We believe the comments to be isolated and they are now being addressed. Following the discovery of these issues and under the guidance of a new supplier the employees are currently undergoing retraining in line with our policies and procedures.”

To date Lloyds has paid out £4.3bn to 1.3 million customers who were victims of PPI mis-selling.

Call PM Law solicitors in Sheffield on 0114 296 5444 or click here

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