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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:

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.

The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response;

  • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
  • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

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:

The Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a service set up by Parliament to resolve complaints between financial businesses and their customers.

In order to refer a complaint to the FOS, you must meet the FOS eligibility criteria. The FOS will consider complaints from:

  • A private individual
  • A micro enterprise which has a group annual turnover, and/or balance sheet, of up to €2
    million and fewer than 10 staff
  • A small business which has a group annual turnover of up to £6.5 million and fewer than 50
    staff or a balance sheet total of less than £5 million
  • A guarantor that has provided a guarantee or security in respect of an obligation of a microenterprise
    or small business
  • A charity which has an annual income of less than £6.5 million
  • A trustee of a trust which has a net asset value of less than £5 million

If you have a complaint and 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. Further information on the Financial Ombudsman Service, including more detailed guidance on those who are eligible to complain, can be found on their website www.financial-ombudsman.org.uk or by telephoning 0800 023 4567 (if you’re calling from outside the UK call on +44 20 7964 0500) by emailing complaint.info@financial-ombudsman.org.uk or by writing to:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Raising a complaint with us will not affect any rights you may have to pursue the issue through formal (legal) proceedings.

Call 0800 092 0715Telephone 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:

Commercial PPI
Lloyds Banking Group
St. William House
Tresillian Terrace
CARDIFF
CF10 5BH

To register your PPI complaint by using our online form, please click here and complete the required information

To check if you have held a Lloyds PPI policy, please click here and complete the required information.

Should you wish to take your complaint further, go to the Financial Ombudsman Service websiteVisit 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