Lloyds’ Staff Harasses the Bank’s Customers

The staff of Lloyds banking group is accused of harassing borrowers, who face payment problems, despite bank’s policy. The Bank’s Code states that the bank is “sympathetic and positive” when dealing with customers who fall behind on mortgage payments; the bank also has repeatedly advertised itself as the organization that everyday helps “millions of customers get where they want to go in life”. The investigation, carried out by The Sunday Times has found out that Lloyds’ staff frighten customers who owe the bank money. The staff is incentivised by bonuses; some claim to represent solicitor’s companies, while others simply harass borrowers with telephone calls that leave the latter in tears. Lloyds’ representative - Sally Jones-Evans, director of collections and recoveries, claimed that the bank does not accept staff behavior that breaks Bank’s policies. The very first action that the bank takes is to gather the facts. She also said that Lloyds will investigate the findings of The Sunday Times this week. Such support groups as National Debtline and the Citizens Advice Bureau (CAB) are determined that such ways of shuffling debt are completely wrong; however Lloyds is not alone in this, as such methods appear to be the industry’s practice.