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Provisions (Tables)
 12 Months Ended
Dec. 31, 2019
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 1 Jan 2019
130

1,128

788

357

2,403

Additions
402

282

1,674

223

2,581

Amounts utilised
(203
)
(660
)
(837
)
(81
)
(1,781
)
Unused amounts reversed
(34
)
(158
)
(49
)
(108
)
(349
)
Exchange and other movements
61

13

70

(111
)
33

At 31 Dec 2019
356

605

1,646

280

2,887

Contractual commitments1
 
 
 
 
 
At 1 Jan 2019
 
 
 
 
517

Net change in expected credit loss provision and other movements
 
 
 
 
(6
)
At 31 Dec 2019
 
 
 
 
511

Total provisions
 
 
 
 
 
At 31 Dec 2018
 
 
 
 
2,920

At 31 Dec 2019
 
 
 
 
3,398


 
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 1 Jan 2018
 
 
 
 
537

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

1
Contractual commitments include the provision for contingent liabilities measured under IFRS 9 ‘Financial Instruments’ in respect of financial guarantees and the expected credit loss provision on off-balance sheet guarantees and commitments.
Disclosure of insurance complaints received
Cumulative PPI complaints received to 31 December 2019
 
 
Footnotes
Cumulative actual to
31 Dec 2019

Information requests received during autoconversion period (000s)
1
1,889

Information requests awaiting evaluation (000s)
 
234

Remaining autoconverted claims anticipated to be worked (000s)
1
167

Remaining reactive claims anticipated to be worked (000s)
1
44

Total remaining claims anticipated to be worked (000s)
1
211

Average uphold rate per claim
2
86
%
Average redress per claim ($)
3
3,226

1
Excludes invalid claims for which no PPI policy exists.
2
Including inbound and autoconverted claims, but excludes FOS complaints.
3
Including inbound and autoconverted claims, but excludes claims from the Official Receiver.