How to voice your concerns

Resolving your complaints with us

At Lloyds Bank, we aim to provide excellent customer service whenever you deal with us. If we do not achieve this, we would very much like to know so we can have the opportunity to put things right.

You can write or speak to:

  • your Relationship Manager
  • anyone in your Relationship Manager’s team
  • the relevant contact at the location that first dealt with the matter (e.g. a branch or service centre)
  • the relevant contact for day-to-day queries as advised in the “Service Directory” (where in issue)
  • using the “Contact Us” link
  • For information on how to resolve complaints that relate to Lloyds Bank Corporate Markets Wertpapierhandelsbank GmbH please refer to the ‘How to Voice Your Concerns - Lloyds Bank Corporate Markets Wertpapierhandelsbank GmbH here

You can expect us to:

  • take your complaint seriously and positively
  • understand the nature of your complaint and how you feel it should be resolved
  • advise you whether we can resolve the matter immediately or not
  • keep you regularly informed of progress when investigating an unresolved complaint, using your preferred method of communication where at all possible
  • be fair in our assessment, putting matters right if we have caused you inconvenience, distress, disadvantage or loss

The majority of complaints should be resolved within two working days. When this is not going to be the case, we will provide an acknowledgement of your complaint within five working days unless other arrangements are agreed with you in advance.

After that, we will regularly update you on progress as advised in our acknowledgement until we have completed our investigations and issued our final response.

We will handle customer complaints as follows:

  • 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, we will have a maximum of 35 business days.
  • For other types of complaint, where the Financial Conduct Authority’s (FCA) rules apply, the FCA gives us eight weeks to issue a final response, but we will aim to resolve all complaints well before this deadline.

You may, of course, contact your Relationship Manager at any time should you wish to discuss progress or any other matter relating to the complaint.

Our final response will address all of your concerns, confirm whether the complaint is being upheld or rejected and if eligible provide referral rights to the Financial Ombudsman Service if you remain dissatisfied with the outcome.

If you’re unhappy with how we have handled your complaint

If you are unhappy with our response, you should contact your Relationship Manager as soon as possible, including details of further information that may be applicable to the case. You can expect us to consider any new information and for us to either provide an updated decision or reaffirm our prior position.

You can expect us to:

  • fully consider the reason(s) for your dissatisfaction
  • take into account any new information and respond accordingly

Taking your complaint further

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 micro-enterprise 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

Our service promise

Our aim is to provide a great customer experience. If you have a concern, we will try to resolve it as quickly as possible. If you are not happy with our response and your complaint is eligible, we will advise you how you can refer it to the Financial Ombudsman Service.

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