We’re committed to providing products and services of the very highest standards. If you feel that we haven't lived up to your expectations in any way, we'd like to know so we can put things right for you.
If you have a complaint make sure your usual contact at the bank knows about it and tell them how you think it could be resolved. We'll usually respond to you within five business days.
Alternatively, you can:
We'll do all we can to resolve your complaint by the end of the next business day. If we can't do this, we'll write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We'll also let you know the name and contact details of the person or team dealing with your case.
If we haven't issued our response within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.
Lloyds Bank customers that are micro-enterprises with a group annual turnover or balance sheet up to €2 million (Sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service.
Call 0800 092 0715 to speak to an advisor specialising in PPI regulations. We will be happy to accept any complaints in the usual way and process these accordingly.
If you prefer to write, the address is:
Lloyds Bank Insurance
Should you wish to take your complaint further, go to the Financial Ombudsman Service website. This includes details of how to make a complaint against the Bank and provides a questionnaire for you to complete.
Lloyds Bank plc is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service. (Please note that due to the schemes’ eligibility criteria not all Lloyds Bank business customers will be covered by these schemes).
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.
Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Telephone: 020 7626 1500.
Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.
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