Undercover reporter James Dean on Lloyds and PPI
Lloyds has admitted shortcomings in the handling of complaints at a centre set up to deal with PPI mis-selling.
It comes as an undercover reporter at the Times said staff at one of the bank's complaints handling centres had been taught to "play the system".
The reporter, James Dean spoke to BBC Radio 5 Live to explain more about what he had discovered.
Mr Dean said: "It was explained... that a lot of people would just give up perusing their complaint if the bank rejected it."
11 Jun 2013
- From the section Business