page: i table of contents · payment protection insurance (ppi) was a form of insurance sold by...

Page: iTable of Contents

Table 1 ........................................................................................................................................................................................................................................................................................................................................................................................................................................................ 1Q1. Summary of preference ranking - Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

Table 2 ........................................................................................................................................................................................................................................................................................................................................................................................................................................................ 3Q1. Mentioned Top 3: Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

Table 3 ........................................................................................................................................................................................................................................................................................................................................................................................................................................................ 6Q1. Mentioned Top 1: Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

Table 4 ........................................................................................................................................................................................................................................................................................................................................................................................................................................................ 9Q2. Which bank or financial services provider do you have your MAIN current account with? By main current account we mean the one you use most often.BASE: All respondents

Table 5 ....................................................................................................................................................................................................................................................................................................................................................................................................................................................... 11

Q3. From 2011, around £ 30 billion has been paid out by banks on 20 million policies from the PPI financial scandal. Payment Protection Insurance (PPI) was a form of insurance sold by banks to customers when they were taking out a financial product such as a loan, creditcard, store card or car finance. It was often mis-sold to those who would never be eligible to claim, in many cases without the full knowledge of those being sold the product. The regulator that is responsible for overseeing the compensation process, the Financial ConductAuthority, has forced the banking industry to set aside a total of £47bn to handle claims and pay compensation, which they anticipate will be necessary given the amount of claims. Which of the following is closest to your situation in relation to PPI?BASE: All respondents

Table 6 ....................................................................................................................................................................................................................................................................................................................................................................................................................................................... 12Q4. PPI as an issue was first exposed by the media in 1998. In 2005 the Citizens Advice Bureau described it as a “protection racket”, and the Financial Services Authority wrote to all bank chief executives outlining the poor selling practices often associated with PPI. In 2009 the Financial Services Authority wrote to all bank chief executives asking them to stop selling PPI.

After a legal battle, the High Court ruled against banks in their efforts to block PPI regulation. All banks that had sold PPI were forced to re-open millions of claims for compensation against them, and look through their records to find customers who deserved compensation.

Lloyds Banking Group has now spent over £18 billion in PPI compensation. Barclays has spent over £9 billion, RBS has spent over £5 billion, HSBC has spent over £4 billion, and Santander has spent around £1.7 billion. Almost all major high street banks were involved in PPI mis-selling and several have been fined. On multiple occasions banks have underestimated the total cost of PPI compensation to the media and the public, and been forced to revise their estimates upwards. In 2015 Lloyds Banking Group received the largest ever fine issued to a retail bank of £117m, for failing to handle PPI claims fairly. Other fines issued fines relating to the handling of PPI claims include a fine of £20.7 million to Clydesdale Bank, a fine of £7 million to Alliance and Leicester, and a fine of £1m to HFC Bank, a part of HSBC. To date over 12 million PPI claims have been settled in the UK, worth a total of over £30 billion in compensation.

Which, if any, of the following banks' reputation do you think has been most damaged by PPI mis-selling?

Table 7 ....................................................................................................................................................................................................................................................................................................................................................................................................................................................... 14Q5. Total - Which of these statements would be closest to your view of the conduct of banks in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of one of the banks measured has been damaged by PPI mis-selling

Table 8 ....................................................................................................................................................................................................................................................................................................................................................................................................................................................... 15Q5. Barclays - Which of these statements would be closest to your view of the conduct of Barclays in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Barclays has been damaged by PPI mis-selling

Table 9 ....................................................................................................................................................................................................................................................................................................................................................................................................................................................... 16Q5. HSBC - Which of these statements would be closest to your view of the conduct of HSBC in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of HSBC has been damaged by PPI mis-selling

Table 10 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 17Q5. Santander - Which of these statements would be closest to your view of the conduct of Santander in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Santander has been damaged by PPI mis-selling

Table 11 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 18Q5. Lloyds - Which of these statements would be closest to your view of the conduct of Lloyds in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Lloyds has been damaged by PPI mis-selling

Table 12 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 19Q5. Halifax - Which of these statements would be closest to your view of the conduct of Halifax in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Halifax has been damaged by PPI mis-selling

Table 13 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 20Q5. Royal Bank of Scotland - Which of these statements would be closest to your view of the conduct of Royal Bank of Scotland in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Royal Bank of Scotland has been damaged by PPI mis-selling

Table 14 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 21Q5. The Co-operative Bank - Which of these statements would be closest to your view of the conduct of The Co-operative Bank in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of The Co-operative Bank has been damaged by PPI mis-selling

Table 15 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 22Q5. Nationwide - Which of these statements would be closest to your view of the conduct of Nationwide in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Nationwide has been damaged by PPI mis-selling

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Table 18 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 25Q6. We are now going to show you some information about another situation in the financial services sector.

Lloyds bought HBOS (Halifax Bank of Scotland) in 2008. Between 2003 & 2007 HBOS’ Reading branch, which handled small businesses, was engaged in an estimated £245 million fraud; this activity was later ruled to be criminal in a legal case. This fraud led to the bankrupting of companies, their owners and the loss of thousands of jobs. Six people, including two former HBOS employees, were sentenced to a total of 47 years and 6 months in February 2017.

After acquiring HBOS in 2008, Lloyds became responsible for compensating the 64 victims of the fraud conducted at HBOS. Lloyds states that it has resolved around 35 cases; however, the SME Alliance, an association that represents small businesses, has disputed this figure. As an example, one couple, Nicky and Paul Turner, became the victim of fraud in 2003 after taking a £160,000 business loan from HBOS. They received compensation in 2017, following more than ten years of campaigning.

The National Crime Agency announced in April 2018 that it is launching a fresh probe into the HBOS fraud case to decide if there should be a new criminal investigation. Lloyds have stated that they are happy to co-operate with the probe.The next segment of the survey will focus on the fraud committed at HBOS, and Lloyds’ responsibility for providing compensation to people affected by the case.

Before today, how aware, if at all, were you of fraud at HBOS, and Lloyds’ involvement in the case, as described above?

Table 19 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 26

Q7. TV presenter Noel Edmonds has publicly stated that he was caused significant financial loss and emotional damage after being defrauded by HBOS' Mark Dobson, who has subsequently been jailed following the legal proceedings. Mr. Edmonds claims his Unique Groupof businesses was forced into a collapse as a result of fraud at HBOS, and that this caused his marriage to fall apart and severely damaged his mental health. Mr Edmonds claims to have declined a £3.6m offer from Lloyds for the distress and is currently taking legal actionagainst Lloyds Banking Group, who he claims have been deliberately making it difficult for him to pursue his case. Before today, how aware, if at all, were you of Noel Edmonds' dispute with Lloyds, as described above?BASE: All respondents

Table 20 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 27

Q8. Lloyds' senior management state that they were not aware of fraudulent activity at HBOS before they bought it. However, the Thames Valley Police Commissioner who oversaw the criminal investigation stated in 2017 that senior management at HBOS and Lloyds haveknown about the fraud for years, and have organised what amounts to a "cover up". A report published on Channel 4 News in 2018 stated that an internal whistle-blower from Lloyds claimed both banks knew about the debt connected to fraud at HBOS. In 2018, MP KevinHollinrake has revealed that he obtained unreleased internal Lloyds documents showing senior managers were aware of the fraudulent activity prior to Lloyds' 2008 takeover. How believable or unbelievable do you find Lloyds' claims that senior management at Lloyds wereunaware of fraud being committed at HBOS prior to the purchase of the bank?BASE: All respondents

Table 21 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 28Q9. To what extent do you agree or disagree that financial regulators need to be more vigilant when it comes to making sure that Lloyds pays proper compensation that reflects the financial losses and emotional damages of victims of the HBOS fraud case?BASE: All respondents

Table 22 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 29Q10. To what extent do you agree or disagree that the media coverage of Noel Edmonds' personal experience, has increased the amount of public scrutiny on Lloyds and the compensation process they are overseeing in relation to the fraud at HBOS?BASE: All respondents aware of Noel Edmonds' dispute with Lloyds

Table 23 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 30Q11. If you had been affected by the HBOS fraud case, and the subsequent actions of Lloyds, to what extent would you agree or disagree that Lloyds should be held responsible for compensating you for your losses?BASE: All respondents

Table 24 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 31

Q12. At Lloyds' 2017 AGM (Annual General Meeting), Lloyds' Chairman Lord Blackwell stated that victims of the fraudulent activity at HBOS would receive compensation swiftly - 'and by that, I mean weeks not months'. By Lloyds' own deadline of June 2017, it was estimatedthat around five victims had received offers of compensation, with many victims saying they had received no offer, and some saying that the offers of compensation had been inadequate. Lloyds stated that some of the victims would likely need more time themselves to providetheir input. At the end of 2017 Lloyds stated that only around half of the businesses involved had agreed compensation. To what extent, if at all, do you think that Lord Blackwell should be held to account for delivering on his promise?BASE: All respondents

Table 17 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 24Q5. NatWest - Which of these statements would be closest to your view of the conduct of NatWest in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of NatWest has been damaged by PPI mis-selling

Table 16 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 23Q5. TSB - Which of these statements would be closest to your view of the conduct of TSB in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of TSB has been damaged by PPI mis-selling

Table 25 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 32Q13. And in what way do you think the Lloyds Chairman, Lord Blackwell, should be held accountable?BASE: All respondents who believe that Lord Blackwell should be held to account at least to some extent

Table 26 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 33

Q14. In some of the compensation settlements for the HBOS fraud case, Lloyds has required anonymity and the signing of non-disclosure agreements as a condition for settlements. This prevents shareholders, media and other victims of the fraud case knowing the true costto Lloyds. To what extent do you agree or disagree the Financial Conduct Authority should force Lloyds to stop this conditional settlement of claims and be transparent on the number of settlements and their amounts?BASE: All respondents

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Q19. MP Kevin Hollinrake has called for a public enquiry into whether senior managers deliberately concealed the HBOS fraud prior to the Lloyds takeover. To what extent do you agree or disagree that a public enquiry should now take place?BASE: All respondents

Table 28 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 35Q16. Given what you now know about the HBOS fraud case and Lloyds' actions since, has your belief that Lloyds acts in the best interests of their customers increased or decreased?BASE: All respondents

Table 29 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 36

Q17. British Airways changed its advertising slogan - 'The World's Favourite Airline' - because it could no longer substantiate the claim. Noel Edmonds recently complained to the Advertising Standards Authority, asking for Lloyds' adverts to be suspended as theymisrepresented the truth about the brand, specifically the slogan 'By Your Side'. What would be your decision if you were asked whether Lloyds should be allowed to use the line in adverts?BASE: All respondents

Table 30 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 37

Q18. To date no senior management figure at HBOS or Lloyds has been held to account for the HBOS fraud case, or the response by Lloyds in providing resolution for customers. To what extent do you agree or disagree that someone in senior management should be heldaccountable for this?BASE: All respondents

Table 31 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 38

Table 27 ..................................................................................................................................................................................................................................................................................................................................................................................................................................................... 34

Q15. If you were a small or medium sized enterprise (i.e. one with fewer than 250 employees) looking to choose a bank and you were aware of the HBOS fraud case and Lloyds' response to it, to what extent, if at all, do you think it would affect your decision to potentiallychoose them as your bank?BASE: All respondents

JN303863 – Fraud surveyTable 1

Q1. Summary of preference ranking - Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

Rank First Second Third

Significance Level: 95% a b c

Total 2006 2006 2006100% 100% 100%

The BBC 716 370 24036% 18% 12%bc c

The Guardian 87 125 1094% 6% 5%

a

The Telegraph 51 65 493% 3% 2%

The Times 46 51 472% 3% 2%

The Daily Mail/ Mail Online 149 126 1437% 6% 7%

The Sun 95 93 765% 5% 4%

The Mirror 26 47 391% 2% 2%

a

Sky 163 179 1848% 9% 9%

The Independent 25 43 551% 2% 3%

a a

Channel 4 News 55 97 1723% 5% 9%

a ab

ITV News 164 288 2428% 14% 12%

ac a

The Financial Times 14 30 301% 1% 1%

a a

The Metro 73 81 944% 4% 5%

The Observer 11 16 241% 1% 1%

a

The Mail on Sunday 31 43 422% 2% 2%

Prepared by Comres ~ Fieldwork Conducted 1st - 6th June 2018

JN303863 – Fraud surveyTable 1 (continuation)

Q1. Summary of preference ranking - Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

Rank First Second Third

Significance Level: 95% a b c

Total 2006 2006 2006100% 100% 100%

The Sunday Times 30 33 371% 2% 2%

The Sun on Sunday 15 21 381% 1% 2%

ab

The Sunday Telegraph 14 18 321% 1% 2%

ab

The Sunday Mirror 16 16 161% 1% 1%

The Daily Star 14 16 201% 1% 1%

The Daily Express 27 24 211% 1% 1%

Other 34 74 1462% 4% 7%

a ab

I don't follow the news 150 150 1507% 7% 7%

Net: Sunday Newspapers 117 147 1896% 7% 9%

ab

Net: Daily Newspapers 607 701 68330% 35% 34%

a a

Net: Broadsheets 253 338 32813% 17% 16%

a a

Net: Tabloids 446 467 48922% 23% 24%



Q1. Mentioned Top 3: Which of the following news sources, if any, - either print, radio, TV, or online - do you get most of your news from?BASE: All respondents

AgeCurrent bank or financial

services provider

Total Net: 18-34 -Millennials

Net: 35-54 -Generation X

Net: 55+ -Baby Boomers 18-25 26-34 35-44 45-54 55-64 65+ Lloyds

Net: Otherbank orfinancialservicesprovider

Significance Level: 95% a b c d e f g h i a b

Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

The BBC 1326 310 487 529 104 206 258 229 247 282 155 116566% 55% 63% 79% 54% 56% 62% 65% 78% 79% 65% 66%

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ITV News 694 173 264 257 64 109 126 138 117 140 82 61035% 31% 34% 38% 34% 29% 30% 39% 37% 39% 34% 35%

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Sky 526 160 219 147 49 111 120 99 71 76 69 45426% 28% 28% 22% 26% 30% 29% 28% 23% 21% 29% 26%

ci chi chi ci ci

The Daily Mail/ Mail Online 418 112 135 171 42 70 75 60 70 101 56 36021% 20% 17% 25% 22% 19% 18% 17% 22% 28% 23% 21%

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Channel 4 News 324 100 130 94 37 63 63 67 41 53 35 28716% 18% 17% 14% 19% 17% 15% 19% 13% 15% 15% 16%

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The Guardian 321 121 126 74 39 82 72 54 42 32 39 28116% 22% 16% 11% 20% 22% 17% 15% 13% 9% 16% 16%

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The Sun 264 90 113 61 17 73 66 47 27 34 36 22813% 16% 15% 9% 9% 20% 16% 13% 9% 10% 15% 13%

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The Metro 248 75 113 60 32 43 65 48 34 26 32 21612% 13% 15% 9% 17% 12% 16% 14% 11% 7% 13% 12%

ci ci ci i ci ci

The Telegraph 165 33 50 82 12 21 30 20 26 56 22 1438% 6% 6% 12% 6% 6% 7% 6% 8% 16% 9% 8%

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The Times 144 44 50 50 20 24 28 22 20 30 13 1317% 8% 6% 7% 10% 6% 7% 6% 6% 8% 5% 7%

The Independent 123 55 43 25 24 31 28 15 12 13 16 1076% 10% 6% 4% 13% 8% 7% 4% 4% 4% 7% 6%

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services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

The Mail on Sunday 116 15 36 65 3 12 17 19 22 43 19 976% 3% 5% 10% 2% 3% 4% 5% 7% 12% 8% 6%

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The Mirror 112 37 39 36 15 22 25 14 23 13 18 946% 7% 5% 5% 8% 6% 6% 4% 7% 4% 8% 5%

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The Sunday Times 100 27 36 37 10 17 16 20 15 22 12 885% 5% 5% 6% 5% 5% 4% 6% 5% 6% 5% 5%

The Financial Times 74 32 29 13 13 19 25 4 9 4 4 704% 6% 4% 2% 7% 5% 6% 1% 3% 1% 2% 4%

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The Sun on Sunday 74 19 38 17 5 14 15 23 7 10 6 684% 3% 5% 3% 3% 4% 4% 6% 2% 3% 3% 4%

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The Daily Express 72 26 23 23 4 22 16 7 7 16 5 674% 5% 3% 3% 2% 6% 4% 2% 2% 4% 2% 4%

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The Sunday Telegraph 64 14 14 36 4 10 5 9 13 23 10 543% 2% 2% 5% 2% 3% 1% 3% 4% 6% 4% 3%

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The Observer 51 12 23 16 6 6 13 10 8 8 5 463% 2% 3% 2% 3% 2% 3% 3% 3% 2% 2% 3%

The Daily Star 50 21 19 10 4 17 9 10 6 4 11 392% 4% 2% 1% 2% 5% 2% 3% 2% 1% 5% 2%

ci ci b

The Sunday Mirror 48 21 19 8 5 16 13 6 4 4 4 442% 4% 2% 1% 3% 4% 3% 2% 1% 1% 2% 3%

chi cghi c

Other 254 42 100 112 13 29 49 51 58 54 26 22313% 7% 13% 17% 7% 8% 12% 14% 18% 15% 11% 13%

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services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

I don't follow the news 150 49 70 31 17 32 39 31 22 9 15 1317% 9% 9% 5% 9% 9% 9% 9% 7% 3% 6% 7%

ci ci ci ci ci ci i

Net: Sunday Newspapers 418 97 151 170 30 67 69 82 64 106 53 36521% 17% 20% 25% 16% 18% 17% 23% 20% 30% 22% 21%

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Net: Daily Newspapers 1413 413 529 471 137 276 301 228 208 263 178 123270% 73% 69% 70% 72% 74% 72% 64% 66% 74% 74% 70%

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Net: Broadsheets 692 215 260 217 77 138 151 109 95 122 77 61434% 38% 34% 32% 40% 37% 36% 31% 30% 34% 32% 35%

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Net: Tabloids 991 295 380 316 97 198 213 167 143 173 130 85949% 52% 49% 47% 51% 53% 51% 47% 45% 48% 54% 49%

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services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

The BBC 716 166 264 286 58 108 136 128 126 160 99 61536% 30% 34% 43% 30% 29% 33% 36% 40% 45% 41% 35%

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ITV News 164 36 67 61 15 21 35 32 32 29 13 1508% 6% 9% 9% 8% 6% 8% 9% 10% 8% 5% 9%

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Sky 163 64 61 38 23 41 36 25 22 16 17 1448% 11% 8% 6% 12% 11% 9% 7% 7% 4% 7% 8%

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The Daily Mail/ Mail Online 149 37 47 65 12 25 25 22 20 45 21 1287% 7% 6% 10% 6% 7% 6% 6% 6% 13% 9% 7%

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The Sun 95 32 38 25 6 26 22 16 10 15 14 815% 6% 5% 4% 3% 7% 5% 5% 3% 4% 6% 5%

ch

The Guardian 87 36 35 16 12 24 19 16 11 5 11 754% 6% 5% 2% 6% 6% 5% 5% 3% 1% 5% 4%

ci ci ci ci ci i

The Metro 73 15 39 19 8 7 25 14 11 8 8 654% 3% 5% 3% 4% 2% 6% 4% 3% 2% 3% 4%

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Channel 4 News 55 21 17 17 7 14 8 9 9 8 7 483% 4% 2% 3% 4% 4% 2% 3% 3% 2% 3% 3%

The Telegraph 51 11 15 25 4 7 6 9 8 17 6 453% 2% 2% 4% 2% 2% 1% 3% 3% 5% 3% 3%

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The Times 46 11 16 19 6 5 9 7 10 9 4 422% 2% 2% 3% 3% 1% 2% 2% 3% 3% 2% 2%

The Mail on Sunday 31 4 11 16 - 4 4 7 6 10 3 282% 1% 1% 2% - 1% 1% 2% 2% 3% 1% 2%

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services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

The Sunday Times 30 11 10 9 3 8 3 7 3 6 1 291% 2% 1% 1% 2% 2% 1% 2% 1% 2% * 2%

The Daily Express 27 14 6 7 2 12 4 2 2 5 1 261% 2% 1% 1% 1% 3% 1% 1% 1% 1% * 1%

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The Mirror 26 11 9 6 3 8 7 2 4 2 3 231% 2% 1% 1% 2% 2% 2% 1% 1% 1% 1% 1%

The Independent 25 12 10 3 5 7 7 3 2 1 3 221% 2% 1% * 3% 2% 2% 1% 1% * 1% 1%

ci ci ci c

The Sunday Mirror 16 4 9 3 3 1 6 3 2 1 1 151% 1% 1% * 2% * 1% 1% 1% * * 1%

The Sun on Sunday 15 6 6 3 1 5 2 4 2 1 2 131% 1% 1% * 1% 1% * 1% 1% * 1% 1%

The Financial Times 14 6 5 3 3 3 4 1 3 - - 141% 1% 1% * 2% 1% 1% * 1% - - 1%

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The Sunday Telegraph 14 3 6 5 1 2 3 3 2 3 2 121% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1%

The Daily Star 14 5 7 2 - 5 4 3 1 1 4 101% 1% 1% * - 1% 1% 1% * * 2% 1%

c

The Observer 11 2 8 1 - 2 7 1 - 1 2 91% * 1% * - 1% 2% * - * 1% 1%

c ach

Other 34 6 16 12 2 4 6 10 7 5 3 302% 1% 2% 2% 1% 1% 1% 3% 2% 1% 1% 2%

a

I don't follow the news 150 49 70 31 17 32 39 31 22 9 15 1317% 9% 9% 5% 9% 9% 9% 9% 7% 3% 6% 7%

ci ci ci ci ci ci i





services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Net: Sunday Newspapers 117 30 50 37 8 22 25 25 15 22 11 1066% 5% 6% 6% 4% 6% 6% 7% 5% 6% 5% 6%

Net: Daily Newspapers 607 190 227 190 61 129 132 95 82 108 75 53130% 34% 29% 28% 32% 35% 32% 27% 26% 30% 31% 30%

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Net: Broadsheets 253 80 95 78 29 51 51 44 37 41 26 22613% 14% 12% 12% 15% 14% 12% 12% 12% 11% 11% 13%

Net: Tabloids 446 128 172 146 35 93 99 73 58 88 57 38922% 23% 22% 22% 18% 25% 24% 21% 18% 25% 24% 22%

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Q2. Which bank or financial services provider do you have your MAIN current account with? By main current account we mean the one you use most often.BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Barclays 294 104 112 78 28 76 60 52 34 44 - 29415% 19% 15% 12% 15% 20% 14% 15% 11% 12% - 17%

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Santander 248 66 76 106 34 32 38 38 46 60 - 24812% 12% 10% 16% 18% 9% 9% 11% 15% 17% - 14%

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Halifax 242 68 113 61 21 47 61 52 36 25 - 24212% 12% 15% 9% 11% 13% 15% 15% 11% 7% - 14%

i ci i ci ci i a

Lloyds 240 78 81 81 25 53 44 37 36 45 240 -12% 14% 10% 12% 13% 14% 11% 10% 11% 13% 100% -

b

NatWest 211 59 87 65 19 40 51 36 35 30 - 21111% 10% 11% 10% 10% 11% 12% 10% 11% 8% - 12%

a

Nationwide 185 53 56 76 17 36 27 29 32 44 - 1859% 9% 7% 11% 9% 10% 6% 8% 10% 12% - 11%

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HSBC 184 51 81 52 15 36 57 24 30 22 - 1849% 9% 10% 8% 8% 10% 14% 7% 10% 6% - 10%

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TSB 97 20 40 37 8 12 22 18 15 22 - 975% 4% 5% 6% 4% 3% 5% 5% 5% 6% - 6%

a

Royal Bank of Scotland 77 26 29 22 11 15 15 14 8 14 - 774% 5% 4% 3% 6% 4% 4% 4% 3% 4% - 4%

a

The Co-operative Bank 46 6 20 20 2 4 8 12 11 9 - 462% 1% 3% 3% 1% 1% 2% 3% 3% 3% - 3%

a a ae ae a

Other (Please Specify) 171 28 73 70 9 19 30 43 31 39 - 1719% 5% 9% 10% 5% 5% 7% 12% 10% 11% - 10%

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Q2. Which bank or financial services provider do you have your MAIN current account with? By main current account we mean the one you use most often.BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

I do not have a current account 11 3 4 4 2 1 4 - 1 3 - -1% 1% 1% 1% 1% * 1% - * 1% - -

Net: Bank or financial services provider other than Lloyds 1755 481 687 587 164 317 369 318 278 309 - 175587% 86% 89% 87% 86% 85% 88% 90% 88% 87% - 100%

a



Q3. From 2011, around £ 30 billion has been paid out by banks on 20 million policies from the PPI financial scandal. Payment Protection Insurance (PPI) was a form of insurance sold by banks to customers when they were taking out a financial product such as a loan, credit card, store card or car finance. It was often mis-sold to those who would never be eligible to claim, in many cases without the full knowledge of those being sold the product. The regulator that is responsible for overseeing the compensation process, the Financial Conduct Authority, has forced the banking industry to set aside a total of £47bn to handle claims and pay compensation, which they anticipate will be necessary given the amount of claims. Which of the following is closest to your situation in relation to PPI?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

I have claimed for PPI mis-selling and have received payment 451 100 191 160 25 75 105 86 76 84 48 40222% 18% 25% 24% 13% 20% 25% 24% 24% 24% 20% 23%

ad ad d ad ad ad ad

I have already investigated whether I have a PPI mis-selling claim, but Iwas not mis-sold PPI

227 34 79 114 10 24 36 43 47 67 32 19311% 6% 10% 17% 5% 6% 9% 12% 15% 19% 13% 11%

ade abdefg ade abdef abdefg

I suspect I may have a PPI mis-selling claim, but I have not done anythingto progress my potential claim

205 66 90 49 15 51 53 37 29 20 26 17910% 12% 12% 7% 8% 14% 13% 10% 9% 6% 11% 10%

ci ci cdi ci i

I have applied for a PPI mis-selling claim, but have yet to receiveconfirmation or payment

146 42 57 47 5 37 33 24 27 20 18 1277% 7% 7% 7% 3% 10% 8% 7% 9% 6% 8% 7%

d d d di d d d

I do not believe I have been the victim of PPI mis-selling 902 287 321 294 122 165 170 151 133 161 108 78945% 51% 42% 44% 64% 44% 41% 43% 42% 45% 45% 45%

bcefgh abcefghi

Don't know 75 33 34 8 14 19 20 14 3 5 8 654% 6% 4% 1% 7% 5% 5% 4% 1% 1% 3% 4%

chi chi chi chi chi chi



Q4. PPI as an issue was first exposed by the media in 1998. In 2005 the Citizens Advice Bureau described it as a “protection racket”, and the Financial Services Authority wrote to all bank chief executives outlining the poor selling practices often associated with PPI. In 2009 the Financial Services Authority wrote to all bank chief executives asking them to stop selling PPI.

After a legal battle, the High Court ruled against banks in their efforts to block PPI regulation. All banks that had sold PPI were forced to re-open millions of claims for compensation against them, and look through their records to find customers who deserved compensation.

Lloyds Banking Group has now spent over £18 billion in PPI compensation. Barclays has spent over £9 billion, RBS has spent over £5 billion, HSBC has spent over £4 billion, and Santander has spent around £1.7 billion. Almost all major high street banks were involved in PPI mis-selling and several have been fined. On multiple occasions banks have underestimated the total cost of PPI compensation to the media and the public, and been forced to revise their estimates upwards.In 2015 Lloyds Banking Group received the largest ever fine issued to a retail bank of £117m, for failing to handle PPI claims fairly. Other fines issued fines relating to the handling of PPI claims include a fine of £20.7 million to Clydesdale Bank, a fine of £7 million to Alliance and Leicester, and a fine of £1m to HFC Bank, a part of HSBC. To date over 12 million PPI claims have been settled in the UK, worth a total of over £30 billion in compensation.

Which, if any, of the following banks' reputation do you think has been most damaged by PPI mis-selling?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Lloyds 639 203 235 201 65 138 124 111 87 114 98 54132% 36% 30% 30% 34% 37% 30% 31% 28% 32% 41% 31%

bcfh bcfh b

Barclays 142 41 54 47 14 27 31 23 20 27 9 1337% 7% 7% 7% 7% 7% 7% 6% 6% 8% 4% 8%

a

Royal Bank of Scotland 79 22 27 30 8 14 15 12 13 17 6 734% 4% 3% 4% 4% 4% 4% 3% 4% 5% 3% 4%

HSBC 55 23 22 10 10 13 11 11 5 5 8 473% 4% 3% 1% 5% 4% 3% 3% 2% 1% 3% 3%

chi chi c

TSB 30 15 10 5 3 12 7 3 3 2 2 281% 3% 1% 1% 2% 3% 2% 1% 1% 1% 1% 2%

ci bcghi

Halifax 26 9 15 2 4 5 7 8 2 - - 261% 2% 2% * 2% 1% 2% 2% 1% - - 1%

ci ci ci ci ci ci

NatWest 23 7 15 1 3 4 12 3 - 1 - 231% 1% 2% * 2% 1% 3% 1% - * - 1%

ch chi ch c cghi

Santander 22 13 7 2 5 8 4 3 1 1 2 201% 2% 1% * 3% 2% 1% 1% * * 1% 1%

bchi chi chi

Nationwide 10 6 4 - 1 5 2 2 - - - 10* 1% 1% - 1% 1% * 1% - - - 1%

c chi

The Co-operative Bank 5 3 2 - 1 2 1 1 - - 1 4* 1% * - 1% 1% * * - - * *

Other (Please Specify) 2 - 2 - - - 1 1 - -* - * - - - * * - -

- 2

- *



Q4. Which, if any, of the following banks' reputation do you think has been most damaged by PPI mis-selling?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

All of them have had their reputation damaged equally 703 129 283 291 41 88 146 137 141 150 81 61835% 23% 37% 43% 21% 24% 35% 39% 45% 42% 34% 35%

ade abdef ade ade abdef adef

None of them have had their reputation damaged 74 28 27 19 13 15 13 14 10 9 10 624% 5% 3% 3% 7% 4% 3% 4% 3% 3% 4% 4%

c bcfi

Don't know 196 63 69 64 23 40 43 26 33 31 23 16810% 11% 9% 10% 12% 11% 10% 7% 10% 9% 10% 10%



Q5. Total - Which of these statements would be closest to your view of the conduct of banks in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of one of the banks measured has been damaged by PPI mis-selling


services provider






Total 1031 342 391 298 114 228 214 177 131 167 126 905100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

They were slow to react to the seriousness of the PPI issue, but once theserious nature of PPI was made clear they have changed to speed up fairresolution for customers.

327 112 124 91 40 72 65 59 39 52 54 27332% 33% 32% 31% 35% 32% 30% 33% 30% 31% 43% 30%

b

They have deliberately acted in a way to make it as difficult as possible forcustomers get fair and timely compensation.

259 59 104 96 21 38 54 50 45 51 16 24325% 17% 27% 32% 18% 17% 25% 28% 34% 31% 13% 27%

ae ade ae ae ade ade a

They have been consistently slow to react, but have not deliberately actedin a way to make it difficult for customers to get fair and timelycompensation

207 64 75 68 21 43 39 36 29 39 24 18320% 19% 19% 23% 18% 19% 18% 20% 22% 23% 19% 20%

They have acted to compensate customers in a fair and timely way. 129 61 55 13 17 44 36 19 7 6 18 11113% 18% 14% 4% 15% 19% 17% 11% 5% 4% 14% 12%

cghi chi chi cghi chi ci

Don't know 109 46 33 30 15 31 20 13 11 19 14 9511% 13% 8% 10% 13% 14% 9% 7% 8% 11% 11% 10%

bg bg



Q5. Barclays - Which of these statements would be closest to your view of the conduct of Barclays in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Barclays has been damaged by PPI mis-selling


services provider





Significance Level: 95% a b c *d *e f *g *h *i *a b

Total 142 41 54 47 14 27 31 23 20 27 9 133100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%


44 15 19 10 4 11 11 8 4 6 1 4331% 37% 35% 21% 29% 41% 35% 35% 20% 22% 11% 32%


33 7 8 18 4 3 5 3 7 11 5 2823% 17% 15% 38% 29% 11% 16% 13% 35% 41% 56% 21%

abf


29 3 12 14 1 2 4 8 8 6 1 2820% 7% 22% 30% 7% 7% 13% 35% 40% 22% 11% 21%

a


c c

Don't know 13 5 6 2 3 2 3 3 - 2 1 129% 12% 11% 4% 21% 7% 10% 13% - 7% 11% 9%



Q5. HSBC - Which of these statements would be closest to your view of the conduct of HSBC in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of HSBC has been damaged by PPI mis-selling


services provider





Significance Level: 95% *a *b *c *d *e *f *g *h *i *a b

Total 55 23 22 10 10 13 11 11 5 5 8 47100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%


25 12 11 2 6 6 6 5 1 1 5 2045% 52% 50% 20% 60% 46% 55% 45% 20% 20% 63% 43%

They have acted to compensate customers in a fair and timely way. 11 5 5 1 3 2 2 3 1 - 1 1020% 22% 23% 10% 30% 15% 18% 27% 20% - 13% 21%


11 3 5 3 1 2 3 2 1 2 - 1120% 13% 23% 30% 10% 15% 27% 18% 20% 40% - 23%


3 1 1 1 - 1 - 1 - 1 1 25% 4% 5% 10% - 8% - 9% - 20% 13% 4%

Don't know 5 2 - 3 - 2 - - 2 1 1 49% 9% - 30% - 15% - - 40% 20% 13% 9%



Q5. Santander - Which of these statements would be closest to your view of the conduct of Santander in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Santander has been damaged by PPI mis-selling


services provider





Significance Level: 95% *a *b *c *d *e *f *g *h *i *a *b

Total 22 13 7 2 5 8 4 3 1 1 2 20100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

They have acted to compensate customers in a fair and timely way. 8 5 3 - 2 3 1 2 - - - 836% 38% 43% - 40% 38% 25% 67% - - - 40%


8 7 1 - 3 4 1 - - - 2 636% 54% 14% - 60% 50% 25% - - - 100% 30%


4 1 1 2 - 1 - 1 1 1 - 418% 8% 14% 100% - 13% - 33% 100% 100% - 20%


1 - 1 - - - 1 - - - - 15% - 14% - - - 25% - - - - 5%

Don't know 1 - 1 - - - 1 - - - - 15% - 14% - - - 25% - - - - 5%



Q5. Lloyds - Which of these statements would be closest to your view of the conduct of Lloyds in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Lloyds has been damaged by PPI mis-selling


services provider






Total 639 203 235 201 65 138 124 111 87 114 98 541100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%


200 67 65 68 24 43 28 37 27 41 45 15531% 33% 28% 34% 37% 31% 23% 33% 31% 36% 46% 29%

f f f f b


189 45 77 67 15 30 44 33 31 36 12 17730% 22% 33% 33% 23% 22% 35% 30% 36% 32% 12% 33%

ae ae ae ae a


129 43 46 40 11 32 21 25 18 22 16 11320% 21% 20% 20% 17% 23% 17% 23% 21% 19% 16% 21%


chi chi c chi chi ci b

Don't know 70 26 22 22 10 16 15 7 9 13 11 5911% 13% 9% 11% 15% 12% 12% 6% 10% 11% 11% 11%



Q5. Halifax - Which of these statements would be closest to your view of the conduct of Halifax in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Halifax has been damaged by PPI mis-selling


services provider






Total 26 9 15 2 4 5 7 8 2 - - 26100% 100% 100% 100% 100% 100% 100% 100% 100% - - 100%


10 3 6 1 1 2 3 3 1 - - 1038% 33% 40% 50% 25% 40% 43% 38% 50% - - 38%

They have acted to compensate customers in a fair and timely way. 6 2 4 - 1 1 2 2 - - - 623% 22% 27% - 25% 20% 29% 25% - - - 23%


5 2 3 - 1 1 - 3 - - - 519% 22% 20% - 25% 20% - 38% - - - 19%


3 - 2 1 - - 2 - 1 - - 312% - 13% 50% - - 29% - 50% - - 12%

Don't know 2 2 - - 1 1 - - - - - 28% 22% - - 25% 20% - - - - - 8%



Q5. Royal Bank of Scotland - Which of these statements would be closest to your view of the conduct of Royal Bank of Scotland in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Royal Bank of Scotland has been damaged by PPI mis-selling


services provider





Significance Level: 95% *a *b c *d *e *f *g *h *i *a b

Total 79 22 27 30 8 14 15 12 13 17 6 73100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%


22 2 12 8 1 1 7 5 4 4 - 2228% 9% 44% 27% 13% 7% 47% 42% 31% 24% - 30%


21 5 6 10 3 2 1 5 4 6 2 1927% 23% 22% 33% 38% 14% 7% 42% 31% 35% 33% 26%


15 3 7 5 - 3 5 2 2 3 2 1319% 14% 26% 17% - 21% 33% 17% 15% 18% 33% 18%

They have acted to compensate customers in a fair and timely way. 13 7 1 5 4 3 1 - 3 2 1 1216% 32% 4% 17% 50% 21% 7% - 23% 12% 17% 16%

Don't know 8 5 1 2 - 5 1 - - 2 1 710% 23% 4% 7% - 36% 7% - - 12% 17% 10%



Q5. The Co-operative Bank - Which of these statements would be closest to your view of the conduct of The Co-operative Bank in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of The Co-operative Bank has been damaged by PPI mis-selling


services provider






Total 5 3 2 - 1 2 1 1 - - 1 4100% 100% 100% - 100% 100% 100% 100% - - 100% 100%


2 1 1 - - 1 1 - - - 1 140% 33% 50% - - 50% 100% - - - 100% 25%

They have acted to compensate customers in a fair and timely way. 1 - 1 - - - - 1 - - - 120% - 50% - - - - 100% - - - 25%


1 1 - - 1 - - - - - - 120% 33% - - 100% - - - - - - 25%


- - - - - - - - - - - -- - - - - - - - - - - -

Don't know 1 1 - - - 1 - - - - - 120% 33% - - - 50% - - - - - 25%



Q5. Nationwide - Which of these statements would be closest to your view of the conduct of Nationwide in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of Nationwide has been damaged by PPI mis-selling


services provider






Total 10 6 4 - 1 5 2 2 - - - 10100% 100% 100% - 100% 100% 100% 100% - - - 100%


4 4 - - 1 3 - - - - - 440% 67% - - 100% 60% - - - - - 40%

They have acted to compensate customers in a fair and timely way. 2 - 2 - - - 1 1 - - - 220% - 50% - - - 50% 50% - - - 20%


1 - 1 - - - 1 - - - - 110% - 25% - - - 50% - - - - 10%


- - - - - - - - - - - -- - - - - - - - - - - -

Don't know 3 2 1 - - 2 - 1 - - - 330% 33% 25% - - 40% - 50% - - - 30%



Q5. TSB - Which of these statements would be closest to your view of the conduct of TSB in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of TSB has been damaged by PPI mis-selling


services provider






Total 30 15 10 5 3 12 7 3 3 2 2 28100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

They have acted to compensate customers in a fair and timely way. 11 8 3 - - 8 3 - - - 1 1037% 53% 30% - - 67% 43% - - - 50% 36%


7 2 3 2 1 1 2 1 1 1 1 623% 13% 30% 40% 33% 8% 29% 33% 33% 50% 50% 21%


6 1 3 2 - 1 2 1 2 - - 620% 7% 30% 40% - 8% 29% 33% 67% - - 21%


1 1 - - 1 - - - - - - 13% 7% - - 33% - - - - - - 4%

Don't know 5 3 1 1 1 2 - 1 - 1 - 517% 20% 10% 20% 33% 17% - 33% - 50% - 18%



Q5. NatWest - Which of these statements would be closest to your view of the conduct of NatWest in relation to its customers and the mis-selling of PPI?BASE: All respondents who believe that the reputation of NatWest has been damaged by PPI mis-selling


services provider






Total 23 7 15 1 3 4 12 3 - 1 - 23100% 100% 100% 100% 100% 100% 100% 100% - 100% - 100%


9 3 5 1 1 2 3 2 - 1 - 939% 43% 33% 100% 33% 50% 25% 67% - 100% - 39%


6 - 6 - - - 6 - - - - 626% - 40% - - - 50% - - - - 26%


4 3 1 - 2 1 1 - - - - 417% 43% 7% - 67% 25% 8% - - - - 17%

They have acted to compensate customers in a fair and timely way. 3 1 2 - - 1 2 - - - - 313% 14% 13% - - 25% 17% - - - - 13%

Don't know 1 - 1 - - - - 1 - - - 14% - 7% - - - - 33% - - - 4%



Q6. We are now going to show you some information about another situation in the financial services sector.

Lloyds bought HBOS (Halifax Bank of Scotland) in 2008. Between 2003 & 2007 HBOS’ Reading branch, which handled small businesses, was engaged in an estimated £245 million fraud; this activity was later ruled to be criminal in a legal case. This fraud led to the bankrupting of companies, their owners and the loss of thousands of jobs. Six people, including two former HBOS employees, were sentenced to a total of 47 years and 6 months in February 2017.

After acquiring HBOS in 2008, Lloyds became responsible for compensating the 64 victims of the fraud conducted at HBOS. Lloyds states that it has resolved around 35 cases; however, the SME Alliance, an association that represents small businesses, has disputed this figure. As an example, one couple, Nicky and Paul Turner, became the victim of fraud in 2003 after taking a £160,000 business loan from HBOS. They received compensation in 2017, following more than ten years of campaigning.

The National Crime Agency announced in April 2018 that it is launching a fresh probe into the HBOS fraud case to decide if there should be a new criminal investigation. Lloyds have stated that they are happy to co-operate with the probe.The next segment of the survey will focus on the fraud committed at HBOS, and Lloyds’ responsibility for providing compensation to people affected by the case.

Before today, how aware, if at all, were you of fraud at HBOS, and Lloyds’ involvement in the case, as described above?

BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Aware and able to explain the details 209 93 72 44 30 63 44 28 22 22 30 17810% 17% 9% 7% 16% 17% 11% 8% 7% 6% 13% 10%

bcfghi bcghi bcfghi ci

Aware but would not have been able to explain the details 691 136 249 306 39 97 122 127 135 171 73 61734% 24% 32% 46% 20% 26% 29% 36% 43% 48% 30% 35%

ade abdefg d ade abdef abdefg

Unaware 1106 333 451 322 122 211 251 200 158 164 137 96055% 59% 58% 48% 64% 57% 60% 56% 50% 46% 57% 55%

chi chi chi ci chi ci

Net: Aware 900 229 321 350 69 160 166 155 157 193 103 79545% 41% 42% 52% 36% 43% 40% 44% 50% 54% 43% 45%

abdefg abdf abdefg



Q7. TV presenter Noel Edmonds has publicly stated that he was caused significant financial loss and emotional damage after being defrauded by HBOS' Mark Dobson, who has subsequently been jailed following the legal proceedings. Mr. Edmonds claims his Unique Group of businesses was forced into a collapse as a result of fraud at HBOS, and that this caused his marriage to fall apart and severely damaged his mental health. Mr Edmonds claims to have declined a £3.6m offer from Lloyds for the distress and is currently taking legal action against Lloyds Banking Group, who he claims have been deliberately making it difficult for him to pursue his case. Before today, how aware, if at all, were you of Noel Edmonds' dispute with Lloyds, as described above?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Aware and able to explain the details 233 91 85 57 27 64 50 35 29 28 30 20212% 16% 11% 8% 14% 17% 12% 10% 9% 8% 13% 12%

bcghi ci bcfghi

Aware but would not have been able to explain the details 683 114 259 310 34 80 119 140 134 176 88 59434% 20% 34% 46% 18% 22% 29% 39% 43% 49% 37% 34%

ade abdefg ade adef abdef abdefg

Unaware 1090 357 428 305 130 227 248 180 152 153 122 95954% 64% 55% 45% 68% 61% 59% 51% 48% 43% 51% 55%

bcghi chi bcfghi cghi cghi i

Net: Aware 916 205 344 367 61 144 169 175 163 204 118 79646% 36% 45% 55% 32% 39% 41% 49% 52% 57% 49% 45%

ad abdef d adef abdef abdefg



Q8. Lloyds' senior management state that they were not aware of fraudulent activity at HBOS before they bought it. However, the Thames Valley Police Commissioner who oversaw the criminal investigation stated in 2017 that senior management at HBOS and Lloyds have known about the fraud for years, and have organised what amounts to a "cover up". A report published on Channel 4 News in 2018 stated that an internal whistle-blower from Lloyds claimed both banks knew about the debt connected to fraud at HBOS. In 2018, MP Kevin Hollinrake has revealed that he obtained unreleased internal Lloyds documents showing senior managers were aware of the fraudulent activity prior to Lloyds' 2008 takeover. How believable or unbelievable do you find Lloyds' claims that senior management at Lloyds were unaware of fraud being committed at HBOS prior to the purchase of the bank?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Very believable 143 62 53 28 26 36 29 24 12 16 16 1277% 11% 7% 4% 14% 10% 7% 7% 4% 4% 7% 7%

bcfghi c bcfghi chi c

Somewhat believable 277 102 109 66 33 69 69 40 37 29 48 22714% 18% 14% 10% 17% 19% 17% 11% 12% 8% 20% 13%

bcghi ci cgi cghi cgi b

Somewhat unbelievable 593 168 220 205 58 110 125 95 94 111 78 51330% 30% 28% 31% 30% 30% 30% 27% 30% 31% 33% 29%

Very unbelievable 679 143 262 274 44 99 122 140 131 143 51 62534% 25% 34% 41% 23% 27% 29% 39% 42% 40% 21% 36%

ade abdef adef abdef abdef a

I don't have enough information to comment 314 87 128 99 30 57 72 56 41 58 47 26316% 15% 17% 15% 16% 15% 17% 16% 13% 16% 20% 15%

Net: Believable 420 164 162 94 59 105 98 64 49 45 64 35421% 29% 21% 14% 31% 28% 24% 18% 16% 13% 27% 20%

bcfghi chi bcghi bcghi chi i b

Net: Unbelievable 1272 311 482 479 102 209 247 235 225 254 129 113863% 55% 62% 71% 53% 56% 59% 66% 71% 71% 54% 65%

ade abdef adef abdef abdef a



Q9. To what extent do you agree or disagree that financial regulators need to be more vigilant when it comes to making sure that Lloyds pays proper compensation that reflects the financial losses and emotional damages of victims of the HBOS fraud case?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 1163 260 446 457 77 183 215 231 205 252 106 105058% 46% 58% 68% 40% 49% 52% 65% 65% 71% 44% 60%

adef abdef d d abdef abdef abdef a

Tend to agree 576 206 219 151 74 132 139 80 80 71 91 48329% 37% 28% 22% 39% 36% 33% 23% 25% 20% 38% 28%

bcghi cgi bcghi bcghi cghi b

Tend to disagree 52 28 15 9 12 16 9 6 3 6 10 423% 5% 2% 1% 6% 4% 2% 2% 1% 2% 4% 2%

bcfghi bcfghi bcghi

Strongly disagree 19 8 8 3 3 5 3 5 1 2 1 181% 1% 1% * 2% 1% 1% 1% * 1% * 1%


c ci ci b

Net: Agree 1739 466 665 608 151 315 354 311 285 323 197 153387% 83% 86% 90% 79% 85% 85% 88% 90% 90% 82% 87%

d abdef d adef abdef a

Net: Disagree 71 36 23 12 15 21 12 11 4 8 11 604% 6% 3% 2% 8% 6% 3% 3% 1% 2% 5% 3%

bcfghi bcfghi bchi



Q10. To what extent do you agree or disagree that the media coverage of Noel Edmonds' personal experience, has increased the amount of public scrutiny on Lloyds and the compensation process they are overseeing in relation to the fraud at HBOS?BASE: All respondents aware of Noel Edmonds' dispute with Lloyds


services provider






Total 916 205 344 367 61 144 169 175 163 204 118 796100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 232 58 95 79 12 46 53 42 30 49 25 20725% 28% 28% 22% 20% 32% 31% 24% 18% 24% 21% 26%

h h ch ch

Tend to agree 485 104 173 208 34 70 84 89 99 109 65 41853% 51% 50% 57% 56% 49% 50% 51% 61% 53% 55% 53%

bef

Tend to disagree 76 22 29 25 6 16 16 13 13 12 12 648% 11% 8% 7% 10% 11% 9% 7% 8% 6% 10% 8%

Strongly disagree 12 6 4 2 3 3 1 3 1 1 3 91% 3% 1% 1% 5% 2% 1% 2% 1% * 3% 1%

c bcfhi


e ae aef aef

Net: Agree 717 162 268 287 46 116 137 131 129 158 90 62578% 79% 78% 78% 75% 81% 81% 75% 79% 77% 76% 79%

Net: Disagree 88 28 33 27 9 19 17 16 14 13 15 7310% 14% 10% 7% 15% 13% 10% 9% 9% 6% 13% 9%

ci i ci



Q11. If you had been affected by the HBOS fraud case, and the subsequent actions of Lloyds, to what extent would you agree or disagree that Lloyds should be held responsible for compensating you for your losses?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 1194 271 443 480 83 188 225 218 221 259 106 108360% 48% 57% 71% 43% 51% 54% 61% 70% 73% 44% 62%

ade abdefg d adef abdefg abdefg a

Tend to agree 581 209 237 135 73 136 136 101 65 70 100 47929% 37% 31% 20% 38% 37% 33% 28% 21% 20% 42% 27%

bcghi chi bcghi bcghi chi chi b

Tend to disagree 32 13 13 6 7 6 9 4 3 3 5 272% 2% 2% 1% 4% 2% 2% 1% 1% 1% 2% 2%

c cghi

Strongly disagree 7 2 2 3 1 1 1 1 1 2 1 6* * * * 1% * * * * 1% * *


ci chi ci ci

Net: Agree 1775 480 680 615 156 324 361 319 286 329 206 156288% 85% 88% 92% 82% 87% 87% 90% 91% 92% 86% 89%

d abdef d ad abdef

Net: Disagree 39 15 15 9 8 7 10 5 4 5 6 332% 3% 2% 1% 4% 2% 2% 1% 1% 1% 3% 2%

cghi



Q12. At Lloyds' 2017 AGM (Annual General Meeting), Lloyds' Chairman Lord Blackwell stated that victims of the fraudulent activity at HBOS would receive compensation swiftly - 'and by that, I mean weeks not months'. By Lloyds' own deadline of June 2017, it was estimated that around five victims had received offers of compensation, with many victims saying they had received no offer, and some saying that the offers of compensation had been inadequate. Lloyds stated that some of the victims would likely need more time themselves to provide their input. At the end of 2017 Lloyds stated that only around half of the businesses involved had agreed compensation. To what extent, if at all, do you think that Lord Blackwell should be held to account for delivering on his promise?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

To a great extent 1091 247 419 425 85 162 218 201 202 223 109 97554% 44% 54% 63% 45% 44% 52% 57% 64% 62% 45% 56%

ade abdefg ae ade abdefg abdef a

To some extent 734 242 292 200 77 165 162 130 91 109 99 63437% 43% 38% 30% 40% 44% 39% 37% 29% 31% 41% 36%

chi chi chi bcghi chi ch

Not at all - it would be inappropriate to hold him personally to account 181 73 61 47 29 44 37 24 22 25 32 1469% 13% 8% 7% 15% 12% 9% 7% 7% 7% 13% 8%

bcfghi bcfghi bcghi b

Net: At least some extent 1825 489 711 625 162 327 380 331 293 332 208 160991% 87% 92% 93% 85% 88% 91% 93% 93% 93% 87% 92%

ade ade ad ade ade ade a



Q13. And in what way do you think the Lloyds Chairman, Lord Blackwell, should be held accountable?BASE: All respondents who believe that Lord Blackwell should be held to account at least to some extent


services provider






Total 1825 489 711 625 162 327 380 331 293 332 208 1609100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

The Financial Conduct Authority should investigate his behaviour 1001 199 388 414 61 138 189 199 189 225 91 90555% 41% 55% 66% 38% 42% 50% 60% 65% 68% 44% 56%

ade abdef ade adef abdef abdefg a

He should contact people who are awaiting their compensation andexplain the delay

953 229 361 363 73 156 170 191 166 197 112 83752% 47% 51% 58% 45% 48% 45% 58% 57% 59% 54% 52%

abdef abdef adef abdef

A vote of confidence should be held by shareholders at Lloyds todetermine whether he should stay on as Chairman

841 192 317 332 73 119 154 163 154 178 84 75446% 39% 45% 53% 45% 36% 41% 49% 53% 54% 40% 47%

e abef aef abef abef

He should write personally to shareholders explaining why a large numberof cases still remain unresolved

805 177 300 328 66 111 147 153 167 161 84 71844% 36% 42% 52% 41% 34% 39% 46% 57% 48% 40% 45%

ae abdef aef abdefgi aef

He should be stripped of his peerage 570 110 230 230 26 84 108 122 111 119 58 51131% 22% 32% 37% 16% 26% 28% 37% 38% 36% 28% 32%

ade adef d ad adef adef adef

Other 21 2 8 11 - 2 6 2 7 4 1 201% * 1% 2% - 1% 2% 1% 2% 1% * 1%

a ad

Don't know 95 37 42 16 8 29 30 12 7 9 11 815% 8% 6% 3% 5% 9% 8% 4% 2% 3% 5% 5%

cghi chi cghi cghi



Q14. In some of the compensation settlements for the HBOS fraud case, Lloyds has required anonymity and the signing of non-disclosure agreements as a condition for settlements. This prevents shareholders, media and other victims of the fraud case knowing the true cost to Lloyds. To what extent do you agree or disagree the Financial Conduct Authority should force Lloyds to stop this conditional settlement of claims and be transparent on the number of settlements and their amounts?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 959 185 364 410 53 132 181 183 189 221 93 86248% 33% 47% 61% 28% 36% 43% 52% 60% 62% 39% 49%

ade abdefg ade adef abdefg abdefg a

Tend to agree 607 218 227 162 84 134 126 101 85 77 86 52030% 39% 29% 24% 44% 36% 30% 28% 27% 22% 36% 30%

bcfghi ci bcfghi bcghi ci i

Tend to disagree 99 41 37 21 10 31 25 12 13 8 16 835% 7% 5% 3% 5% 8% 6% 3% 4% 2% 7% 5%

cgi i bcghi ci

Strongly disagree 44 16 16 12 5 11 11 5 3 9 6 382% 3% 2% 2% 3% 3% 3% 1% 1% 3% 3% 2%


chi chi chi chi chi ch

Net: Agree 1566 403 591 572 137 266 307 284 274 298 179 138278% 72% 77% 85% 72% 72% 74% 80% 87% 83% 75% 79%

a abdefg adef abdefg abdef

Net: Disagree 143 57 53 33 15 42 36 17 16 17 22 1217% 10% 7% 5% 8% 11% 9% 5% 5% 5% 9% 7%

bcghi bcghi cgi



Q15. If you were a small or medium sized enterprise (i.e. one with fewer than 250 employees) looking to choose a bank and you were aware of the HBOS fraud case and Lloyds' response to it, to what extent, if at all, do you think it would affect your decision to potentially choose them as your bank?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

A major negative effect 1158 231 455 472 64 167 231 224 212 260 82 106958% 41% 59% 70% 34% 45% 55% 63% 67% 73% 34% 61%

ade abdefg d ade adef abdef abdefg a

A small negative effect 427 172 157 98 60 112 84 73 44 54 78 34921% 31% 20% 15% 31% 30% 20% 21% 14% 15% 33% 20%

bcfghi chi bcfghi bcfghi ch ch b

No effect 174 71 57 46 29 42 38 19 26 20 40 1349% 13% 7% 7% 15% 11% 9% 5% 8% 6% 17% 8%

bcghi bcfghi bcgi g b

A small positive effect 64 34 25 5 18 16 19 6 4 1 7 573% 6% 3% 1% 9% 4% 5% 2% 1% * 3% 3%

bcghi ci bcefghi cghi cghi

A major positive effect 48 13 17 18 2 11 8 9 10 8 8 402% 2% 2% 3% 1% 3% 2% 3% 3% 2% 3% 2%

Don't know 135 41 61 33 18 23 37 24 19 14 25 1067% 7% 8% 5% 9% 6% 9% 7% 6% 4% 10% 6%

i ci ci ci b

Net: At least some effect 1697 450 654 593 144 306 342 312 270 323 175 151585% 80% 85% 88% 75% 82% 82% 88% 86% 90% 73% 86%

ad adef d adef ad abdef a

Net: Negative effect 1585 403 612 570 124 279 315 297 256 314 160 141879% 72% 79% 85% 65% 75% 76% 84% 81% 88% 67% 81%

ad abdef d d adef ad abdefh a

Net: Positive effect 112 47 42 23 20 27 27 15 14 9 15 976% 8% 5% 3% 10% 7% 6% 4% 4% 3% 6% 6%

bcghi i bcghi ci ci



Q16. Given what you now know about the HBOS fraud case and Lloyds' actions since, has your belief that Lloyds acts in the best interests of their customers increased or decreased?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly increased 76 34 32 10 3 31 21 11 5 5 9 674% 6% 4% 1% 2% 8% 5% 3% 2% 1% 4% 4%

cdghi chi bcdghi cdhi

Somewhat increased 165 87 64 14 35 52 40 24 8 6 31 1348% 15% 8% 2% 18% 14% 10% 7% 3% 2% 13% 8%

bcfghi chi bcfghi bcghi chi chi b

Neither increased nor decreased 440 132 152 156 42 90 82 70 77 79 89 35122% 23% 20% 23% 22% 24% 20% 20% 24% 22% 37% 20%

b

Somewhat decreased 577 162 231 184 69 93 118 113 86 98 70 50329% 29% 30% 27% 36% 25% 28% 32% 27% 27% 29% 29%

cehi e

Strongly decreased 625 108 232 285 26 82 117 115 131 154 28 59431% 19% 30% 42% 14% 22% 28% 32% 42% 43% 12% 34%

ade abdefg d ad ade abdefg abdefg a

Don't know 123 39 61 23 16 23 39 22 8 15 13 1066% 7% 8% 3% 8% 6% 9% 6% 3% 4% 5% 6%

ch chi chi ch chi ch

Net: Increased 241 121 96 24 38 83 61 35 13 11 40 20112% 22% 12% 4% 20% 22% 15% 10% 4% 3% 17% 11%

bcfghi chi bcghi bcfghi cghi chi b

Net: Decreased 1202 270 463 469 95 175 235 228 217 252 98 109760% 48% 60% 70% 50% 47% 56% 64% 69% 71% 41% 63%

ade abdef ae adef abdef abdef a



Q17. British Airways changed its advertising slogan - 'The World's Favourite Airline' - because it could no longer substantiate the claim. Noel Edmonds recently complained to the Advertising Standards Authority, asking for Lloyds' adverts to be suspended as they misrepresented the truth about the brand, specifically the slogan 'By Your Side'. What would be your decision if you were asked whether Lloyds should be allowed to use the line in adverts?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Lloyds should be stopped from using 'By Your Side' as a line in its adverts 1146 304 421 421 102 202 216 205 192 229 90 104957% 54% 55% 63% 53% 54% 52% 58% 61% 64% 38% 60%

abdef af abdef a

Lloyds should be allowed to keep using 'By Your Side' as a line in itsadverts

393 148 150 95 52 96 96 54 51 44 87 30620% 26% 19% 14% 27% 26% 23% 15% 16% 12% 36% 17%

bcghi ci bcghi bcghi cghi b

Don't know 467 110 201 156 37 73 105 96 72 84 63 40023% 20% 26% 23% 19% 20% 25% 27% 23% 24% 26% 23%

ae a ade



Q18. To date no senior management figure at HBOS or Lloyds has been held to account for the HBOS fraud case, or the response by Lloyds in providing resolution for customers. To what extent do you agree or disagree that someone in senior management should be held accountable for this?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 1065 219 396 450 59 160 198 198 214 236 94 96553% 39% 51% 67% 31% 43% 47% 56% 68% 66% 39% 55%

d ade abdefg d ad adef abdefg abdefg a

Tend to agree 623 225 250 148 87 138 141 109 64 84 97 52431% 40% 32% 22% 46% 37% 34% 31% 20% 24% 40% 30%

bcfghi chi bcfghi chi chi chi b

Tend to disagree 60 32 19 9 11 21 12 7 5 4 9 513% 6% 2% 1% 6% 6% 3% 2% 2% 1% 4% 3%

bcfghi bcghi bcghi

Strongly disagree 12 5 5 2 2 3 2 3 1 1 2 101% 1% 1% * 1% 1% * 1% * * 1% 1%


ci ci cghi chi

Net: Agree 1688 444 646 598 146 298 339 307 278 320 191 148984% 79% 84% 89% 76% 80% 81% 86% 88% 90% 80% 85%

ad abdef ade adef abdef a

Net: Disagree 72 37 24 11 13 24 14 10 6 5 11 614% 7% 3% 2% 7% 6% 3% 3% 2% 1% 5% 3%

bcfghi bcghi bcfghi



Q19. MP Kevin Hollinrake has called for a public enquiry into whether senior managers deliberately concealed the HBOS fraud prior to the Lloyds takeover. To what extent do you agree or disagree that a public enquiry should now take place?BASE: All respondents


services provider






Total 2006 562 772 672 191 371 417 355 315 357 240 1755100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Strongly agree 1021 238 407 376 70 168 206 201 173 203 97 91751% 42% 53% 56% 37% 45% 49% 57% 55% 57% 40% 52%

ade adef ad adef ade adef a

Tend to agree 656 212 242 202 80 132 139 103 91 111 94 56133% 38% 31% 30% 42% 36% 33% 29% 29% 31% 39% 32%

bcghi bcfghi b

Tend to disagree 88 27 34 27 12 15 22 12 18 9 7 814% 5% 4% 4% 6% 4% 5% 3% 6% 3% 3% 5%

i i

Strongly disagree 21 7 4 10 3 4 1 3 4 6 9 121% 1% 1% 1% 2% 1% * 1% 1% 2% 4% 1%

f f b


chi ci ci

Net: Agree 1677 450 649 578 150 300 345 304 264 314 191 147884% 80% 84% 86% 79% 81% 83% 86% 84% 88% 80% 84%

ade ad adef

Net: Disagree 109 34 38 37 15 19 23 15 22 15 16 935% 6% 5% 6% 8% 5% 6% 4% 7% 4% 7% 5%


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