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How to complain

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.

Complain about PPI?

If you have a concern about how your PPI (Personal Protection Insurance) policy with us was sold, please visit our PPI complaints page.

PPI complaints

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On the phone

0800 072 3572

Call us 24 hours a day 7 days a week on.

If you’re calling from outside the UK call us on +44 1733 462 267. If you have a hearing impairment you can use textphone number 0800 056 7614. If your calling from outside the UK call us on +44 1733 347 500.

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In branch

We’re confident we can achieve the right resolution if you speak to us face to face.

Find a branch

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Online

Complete our secure online complaint form, it shouldn't take you too long. One of our colleagues will then call you back at a time that suits you.

Secure online complaint form

Write to us

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:

  • Your account details – this helps us to find the account you are complaining about.
  • As much information about the complaint as you feel able to give.
  • Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.

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.

Information on how you can complain if you are Business Account holders

E-mail us

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:

  • Your full name
  • First line of your address and postcode
  • The banking product your complaint is about
  • As much information about the complaint as you feel able to give (excluding numbers and sensitive account information)
  • Any particular actions you wish us to take to resolve your complaint
  • A contact number and the best time to contact you as we will call you once we have received your email

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 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.

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
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email : complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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.

Our promise

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'll 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, or in writing, we will give it our full attention and commitment to resolving it for you.

Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We're committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with Lloyds Bank.