An undercover investigation into Lloyds Banking Group discovered evidence of its failure to correctly process customer payment complaints, reported the Telegraph. Since the announcement, Lloyds customers have been encouraged to resurface past payment protection insurance (PPI) claims that were rejected.
According to The Telegraph, a reporter from the Times said bank salesmen at Lloyds provided fake information regarding agreements and that complaints handlers were encouraged to “turn a blind eye to the risk of fraud.” A spokesman for Lloyds told the Telegraph that the company has terminated its contract with Deloitte, which operated Lloyd’s complaint handling center.
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