Complaints

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:

  • call our advisors on 0845 072 5555. We are available from 7am to 8pm Monday to Friday and 9am to 2pm on Saturday (closed on all UK public and bank holidays). To call us from outside the UK dial +441733 347 338 or from textphone 0845 601 6909
  • raise your complaint with customer services – write to: The Manager, Lloyds Bank, Customer Services, Correspondence Centre, BX1 1LT.


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.

Contact details:

  • Call 0800 023 4567, which is normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone.
  • Call 0300 123 9123, charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
  • Call +44 20 7964 0500: if you’re outside the UK.
  • Write to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.


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 08453 005599 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:
Customer Care
Lloyds Bank Insurance
Tredegar Park
Newport
NP10 8SB

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.

Find out more about PPI