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.
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 a maximum number of days to issue a final response:
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 : firstname.lastname@example.org
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 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:
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.