Lloyds Bank PLC

On 11 June 2020 the FCA fined Lloyds Bank, Bank of Scotland and The Mortgage Business — all part of Lloyds Banking Group — £64,046,800 for their handling of mortgage customers who fell into arrears between April 2011 and December 2015. The banks' systems and procedures meant call handlers often did not gather enough information about a customer's finances to judge what they could actually afford, so repayment arrangements were set that were unrealistic and risked making customers' difficulties worse. Around 526,000 customers had already received about £300 million under a redress scheme the group set up in 2017. The banks did not dispute the findings and qualified for a 30% discount; the fine would otherwise have been £91,495,400, and at the time it was the largest FCA penalty on a high street lender since 2015.