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Provisions (Tables)
 6 Months Ended
Jun. 30, 2018
Other Provisions, Contingent Liabilities And Contingent Assets [Abstract]  
Disclosure of other provisions rollforward
 
Restructuring
costs

Legal proceedings
and regulatory
matters

Customer
remediation

Other
provisions

Total

 
$m

$m

$m

$m

$m

Provisions (excluding contractual commitments)
 
 
 
 
 
At 31 Dec 2017
334

1,501

1,454

469

3,758

Additions
44

1,053

172

54

1,323

Amounts utilised
(96
)
(352
)
(457
)
(57
)
(962
)
Unused amounts reversed
(47
)
(237
)
(70
)
(59
)
(413
)
Unwinding of discounts
—

—

—

3

3

Exchange and other movements
(10
)
56

(19
)
(59
)
(32
)
At 30 Jun 2018
225

2,021

1,080

351

3,677

Contractual commitments1










At 31 Dec 2017








253

Impact on transition to IFRS 9








284

Net change in expected credit loss provision








(15
)
At 30 Jun 2018








522

Total provisions










At 31 Dec 2017








4,011

At 30 Jun 2018








4,199

1
The contractual commitments provision at 31 December 2017 represented IAS 37 provisions on off-balance sheet loan commitments and guarantees for which expected credit losses are provided following transition to IFRS 9 on 1 January 2018. Further analysis of the movement in the expected credit loss provision is disclosed within the 'Reconciliation of gross carrying/nominal amount and allowances for loans and advances to banks and customers including loan commitments and financial guarantees' table on page 53.

Disclosure of insurance complaints received and future claims expected
The following table details the cumulative number of complaints received to 30 June 2018 and the number of claims expected in the future:
Cumulative PPI complaints received to 30 June 2018 and future claims expected
 
Footnotes
Cumulative
to 30 Jun 2018
Future
expected

Inbound complaints (000s of policies)
1
1,647
292

Outbound contact (000s of policies)
 
685
—

Response rate to outbound contact
 
44%
n/a

Average uphold rate per claim
2
77%
83%

Average redress per claim ($)
 
2,674
3,079

Complaints to the Financial Ombudsman Service (‘FOS’) (000s of policies)
 
159
15

Average uphold rate per FOS complaint
 
39%
33%

1
Excludes invalid claims for which no PPI policy exists.
2
Claims include inbound and responses to outbound contact.