The head of Lloyds Banking Group said it had made "significant progress" despite reporting a third quarter loss, caused by additional costs from the PPI scandal.
"We could not transform this business without addressing the PPI legacy," Chief executive Antonio Horta-Osorio said, adding that he was confident the group could rebuild the trust of its customers.
Mr Horta-Osorio said the scandal happened as banks "lost sight of their core values, had become complacent, non-customer focused and inefficient".
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