The five high street banks hit with the most complaints by customers have been named by the UK’s financial watchdog.
Lloyds Banking Group and Santander had the highest number of complaints in the last six months of 2025.
Data by the Financial Conduct Authority found a total of 187,516 complaints were made about Lloyds Banking Group, which is the biggest bank in the UK with around 28 million customers.
That figure includes its flagship brand Lloyds Bank – which had 90,837 complaints – and its Edinburgh-based brand Bank of Scotland, which had 79,508.
“We care about getting things right for customers and, when something doesn’t work as it should, we listen and learn,” a Lloyds spokesperson said.
Santander has around 14 million UK customers and received 78,349 complaints.
“Santander is committed to delivering the best possible service for customers,” a spokesperson said.
“We review complaints data regularly to identify areas where customer experience can be improved and to inform ongoing changes to our processes.”
In the second half of last year, customers made 1.9 million complaints about banks in total, including unfair treatment, mis-selling products or unclear contracts.
Only 55.5% of complaints were upheld, compared with 57.9% in the first half of the year.
Firms paid out £236.2m to complainants, with the average payout totalling £215.
Here’s the full breakdown of the number of complaints each bank received…
Leave a Reply