More than 85% of our customers who make their complaint in branch or over the phone, have their complaint resolved to their satisfaction there and then.
Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:
We will do our very best to put things right as soon as you get in touch. Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint. No matter how you choose to tell us about your complaint, whether it is by phone, in branch, online or in writing, we will give it our full attention and commitment to resolving it for you.
Before making your complaint you can also visit our common complaints FAQ page where we have compiled a list of frequently asked question which offer answers and solutions to our most frequently received complaints.
We have recently improved our Internet Banking experience, you'll see a number of improvements, like quicker access to your day-to-day banking tasks and a better experience on touch screen devices.
You can provide your feedback and rating on these changes within Internet Banking. All you have to do is Log on and select ' Give us feedback' , you'll see this at the top right hand side of the page. Log on and let us know your thoughts.
Write to us at Lloyds Bank, Customer Services, BX1 1LT.
In order for us to resolve your complaint as quickly as possible, please include the following information in your letter:
We will contact you by phone once we receive your letter, so it’s important that you tell us the best telephone number and the best time to contact you.
Although we provide you with an email address, you need to be aware that e-mail is not a secure way to get in touch. You can safely and securely provide us with your details using our secure online complaint form.
If you decide to e-mail us, you must not quote any sensitive account information such as your account numbers. We will not accept liability for any lost data you supply.
To help us resolve your complaint as efficiently as possible, please include the following:
Mail us at OnlineComplaints@Lloydsbank.co.uk
If we don't manage to resolve the complaint within five working days we will write to give you an update 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 specialised team dealing with your case.
Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a 'final response' to your complaint.
The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints but we will aim to get your complaint resolved well before this deadline.
Lloyds Bank is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.
We can provide details of how to contact the Ombudsman:
Financial Ombudsman Service
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email : email@example.com
If you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a claim through the European Online Dispute Resolution Platform
We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You don't need to use a CMC and they'll typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged.