Recently installed group chief executive António Horta-Osório announced the drive at an internal conference, which commits the group to slashing its complaints by a fifth compared to H1 2010.
However, this will exclude complaints made about payment protection insurance (PPI).
Lloyds also aims to reduce the number of complaints customers take to the Financial Ombudsman Service (FOS) by 20%.
It said it will improve its complaints handling in order to reduce the number of complaints that are escalated to FOS and then overturned in favour of the customer to less than two in five by the end of June 2011 and then one in five by the end of the year.
Horta-Osório also confirmed that the group will continue to take a multi-brand approach, operating through its main brands Lloyds TSB, Halifax and Bank of Scotland.
Horta-Osório said: “I am committed to improving the quality of the service we give to our customers. To demonstrate that commitment we have announced a set of stretching targets to reduce our complaints. This ensures we are focused on getting things right for customers, and where we don’t, putting it right quickly and efficiently.”
