Report: Lloyds' PPI complaint handlers taught to manipulate process

Employees at Lloyds Banking Group Plc's largest payment protection insurance complaint-handling unit, a Deloitte-operated facility at Royal Mint Court in London, were trained to manipulate the process, The Times of London reported June 11, citing its own investigation.

An undercover Times journalist joined the recruitment and training process to work as a PPI complaint handler and reportedly found that handlers were taught to ignore that the bank's sales representatives allegedly forged loan sales agreements.

Handlers were also informed that many customers...