Provisions (Tables)

12 Months Ended

Dec. 31, 2017

Other Provisions, Contingent Liabilities And Contingent Assets [Abstract]

Disclosure of other provisions rollforward

	Restructuring costs		Contractual commitments		Legal proceedings and regulatory matters		Customer remediation		Other provisions		Total
	$m		$m		$m		$m		$m		$m
At 1 Jan 2017	551		298		2,436		1,124		364		4,773
Additions	204		87		829		820		280		2,220
Amounts utilised	(353	)	(3	)	(850	)	(543	)	(133	)	(1,882	)
Unused amounts reversed	(103	)	(135	)	(980	)	(52	)	(107	)	(1,377	)
Unwinding of discounts	—		(1	)	—		—		9		8
Exchange and other movements	35		7		66		105		56		269
At 31 Dec 2017	334		253		1,501		1,454		469		4,011
At 1 Jan 2016	463		240		3,174		1,340		335		5,552
Additions	415		141		1,258		762		208		2,784
Amounts utilised	(168	)	(1	)	(1,831	)	(680	)	(118	)	(2,798	)
Unused amounts reversed	(115	)	(97	)	(165	)	(94	)	(96	)	(567	)
Unwinding of discounts	—		—		—		—		6		6
Exchange and other movements	(44	)	15		—		(204	)	29		(204	)
At 31 Dec 2016	551		298		2,436		1,124		364		4,773

Disclosure of insurance complaints received and future claims expected

Cumulative PPI complaints received to 31 December 2017 and future claims expected
	Footnotes	Cumulative actual to 31 Dec 2017	Future expected
Inbound complaints (000s of policies)	1	1,555	363
Outbound contact (000s of policies)		685	—
Response rate to outbound contact		44%	n/a
Average uphold rate per claim	2	76%	84%
Average redress per claim ($)		2,564	3,029
Complaints to Financial Ombudsman Service (000s of policies)		144	26
Average uphold rate per Financial Ombudsman Service claim		40%	47%

1 Excludes invalid claims for which no PPI policy exists.

2 Claims include inbound and responses to outbound contact.