To bolster the confidence of its six million retail and corporate customers, LCL has a policy that places the emphasis on listening to the customer and on responsiveness and quality in handling customer requests. This policy has borne fruit, since more than 82 % of its customers have said that they would recommend LCL to others.
LCL also gives products to its customers allowing them to finance, save or invest in a responsible way.
LCL
Listening to its customers
Customer satisfaction is tracked very closely
This is confirmed by the surveys that we conducted in 2007: 82.1 % of LCL's clients would be glad to recommend the bank to friends and 91.4 % are satisfied overall, and 55.4 % are "very satisfied". These figures were derived from the surveys that LCL conducts on a regular basis to assess customer satisfaction and determine which actions should be taken or which products should be developed.
Complaints are handled with utmost diligence
Customers can lodge complaints around-the-clock by telephone or by calling the Customer Relations Department, which is ISO 9001 certified. This department also handles all the complaints sent directly to the Management Board. Customers who have filed a complaint in an agency can furthermore query its status in any agency by using the Complaint Management Tool.
If a disagreement has not been solved to the client's satisfaction, it can be referred to the Ombudsman, who will strive to reach an amicable arrangement. This process has been in place since 1996.
Offering responsible products
"Alternative" Financing
Since 2008, LCL offers to its customers the “energy conservation loan”, which finances energy-efficient improvements to existing residential property. In 2008, the bank wrote over 4,000 PEE loans.
The zero-interest Eco-loan (Eco PTZ), the Grenelle de l’Environnement flagship loan, will be available from LCL in June. The Eco PTZ finances renovation work to boost energy efficiency and lower greenhouse gas emissions in older homes. It is not subject to any ceiling on the borrower's income.
"Alternative" saving
Since the beginning of 2007, all the branch networks have offered their customers the "Livret développement durable" ('LDD' sustainable development passbook account), as required by law. Customers can build up to €6,000 in savings in their 'LDD' (formerly known as "Codevi"). Today, over 1.8 million LCL customers have deposited a total of €5.3 billion in these accounts.
"Alternative" investments
Solidarity funds or socially responsible investment (SRI) funds are also offered to LCL’s customers:
- SRI funds, with portfolios consisting of equities in companies that have the best track record in sustainable development. For example, are offered equity funds (Eurosociétale, Europe Gouvernance, CAAM Actions Durables), theme funds (CAAM Funds Aqua Global, an SRI fund focused on water, CAAM Funds Clean Floor, an SRI fund concentrated on clean technologies), and a bond fund (Oblideam Eurospreads).
- An ethical fund, Hymnos, dedicated to Christian values and humanitarian ethics, which picks equities based on the company's labour, humanitarian and environmental policies.
- Shared-return funds, as the venture capital fund “Habitat et humanisme”, “Eurco solidarité” or “Partagis”, in which part of the profits revert to charitable associations or NGOs in exchange for a tax deduction.
- A "social entrepreneurial" products, such as the danone.communities mutual fund, 90 % invested in SRI equities in the eurozone, and 10% in a venture capital fund in which the investments are concentrated in projects with a high social impact, in keeping with the missions of the Danone Group.
