Lloyds chief: Banks lost focus on customers
Lloyds Banking Group chief executive Antonio Horta-Osorio will say that banks have lost focus on the customer, in a speech this evening.
Mr Horta-Osorio will say banks became “complacent, non-customer focused and inefficient" allowing high levels of complaints.
He will also say that banks sold overly complex products to customers "who didn't need or understand" them.
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