Lloyds admits PPI shortcomings
11 June 2013 Last updated at 18:35 BST
Lloyds has admitted shortcomings in the handling of complaints at a centre set up to deal with PPI mis-selling.
It comes as an undercover reporter at the Times said staff at one of the bank's complaints handling centres had been taught to "play the system".
The reporter said he was told to ignore possible fraud by Lloyds salesmen and that most complainants would give up if rejected the first time.
Robert Peston reports.