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Provisions (Tables)
 12 Months Ended
Dec. 31, 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
73

1,132

288

232

1,725

Amounts utilised
(158
)
(1,255
)
(838
)
(143
)
(2,394
)
Unused amounts reversed
(107
)
(279
)
(90
)
(131
)
(607
)
Exchange and other movements
(12
)
29

(26
)
(70
)
(79
)
At 31 Dec 2018
130

1,128

788

357

2,403

Contractual commitments1
 
 
 
 
 
At 31 Dec 2017
 
 
 
 
253

Impact on transition to IFRS 9
 
 
 
 
284

Net change in expected credit loss provision and other movements
 
 
 
 
(20
)
At 31 Dec 2018
 
 
 
 
517

Total Provisions
 
 
 
 
 
At 31 Dec 2017
 
 
 
 
4,011

At 31 Dec 2018
 
 
 
 
2,920

 
Restructuring
costs

Contractual
commitments1

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
)
Exchange and other movements
35

6

66

105

65

277

At 31 Dec 2017
334

253

1,501

1,454

469

4,011

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. It further includes provisions in respect of insurance contracts.
Disclosure of insurance complaints received and future claims expected
Cumulative PPI complaints received to 31 December 2018 and future claims expected
 
 
Footnotes
Cumulative actual to
31 Dec 2018

Future
expected

Inbound complaints (000s of policies)
1
1,777

183

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 ($)
 
2,729

3,130

Complaints to Financial Ombudsman Service (000s of policies)
 
166

9

Average uphold rate per Financial Ombudsman Service claim
 
38%

32%

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