Lloyds Banking Group Faces Record Fine Over Sales Bonuses

The U.K. Financial Conduct Authority (FCA) has imposed a record fine of GBP 28 million on Lloyds Banking Group due to “serious failings” connected to the bonus structures of its sales staff.

This penalty followed an FCA review of sales practices conducted from January 2010 to March 2012. The investigation revealed that Lloyds TSB had implemented a “champagne bonus” of 35% of monthly salaries for staff who met sales targets. In contrast, Halifax and Bank of Scotland incentivized their sales personnel with one-off payments of GBP 1,000 for achieving similar goals. Conversely, employees who did not meet these targets faced the possibility of demotion or pay reductions of up to 50%.

The FCA expressed concerns, noting a “significant risk” that advisors might prioritize their personal financial incentives over the best interests of customers. Tracey McDermott, the FCA’s director of enforcement and financial crime, remarked, “The findings do not make for pleasant reading. Customers have a right to expect better from our leading financial institutions, and we expect firms to put customers first. However, this cannot happen while staff are incentivized to do the opposite.”

In light of previous warnings about managing incentive schemes and a prior fine issued to Lloyds TSB in 2003 for unsuitable sales practices, the FCA decided to increase the penalty by 10%.

Despite the negative findings, the FCA acknowledged that both Lloyds and Bank of Scotland had made “substantial changes” since the review, rectifying many of the identified issues. A spokesperson for Lloyds stated that the banking group accepts the regulator’s findings and will compensate affected customers. The spokesperson added that the bank acknowledges its insufficient oversight of these schemes and apologizes to customers for any adverse impacts during the specified period.