How to complain

We’re really sorry we’ve let you down.

Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it. We need to know what’s happened so we can aim to put things right.

Let us help you...


Many complaints can be resolved with some help from our guides.

 

Getting in contact with us

If the guides above didn't help you, please get in touch choosing the best option for you.
 

Mobile Banking app

Message us 24 hours a day 7 days a week.

If you use our app, you can select 'Support' then 'Message us 24/7', and we'll be ready to help.

How to get our app

Call us

0800 072 3572

Call us 24 hours a day 7 days a week.

If you’re calling from outside the UK call us on +44 1733 462 267.

Textphone

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

Visit us in branch

Talk to a member of our team face to face in one of our branches.

Find a branch

Mobile Banking app

Message us 24 hours a day 7 days a week.

If you use our app, you can select 'Support' then 'Message us', and we'll be ready to help.

Call us

0800 072 3572

Call us 24 hours a day 7 days a week.

If you’re calling from outside the UK call us on +44 1733 462 267.

Textphone

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

Visit us in branch

Talk to a member of our team face to face in one of our branches.

Find a branch
  • Secure Online Form

    Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.

    Use our support page for help with a product or service. Please call us if you want to speak to a customer advisor.

    Please note: By completing this form you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.

    Complain online
     

    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

What happens next?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve your complaint there and then, we’ll take it away and aim to sort things out as soon as we can, and we'll keep you updated along the way.

 

5 days

If we haven’t managed to resolve your complaint within 5 working days we’ll contact you with an update / acknowledgement.

4 weeks

If we’re still investigating your complaint at 4 weeks, we will contact you to let you know.

8 weeks

We will send you a final response within 8 weeks, however our aim is to resolve your complaint well before this.


However, if your complaint is about a payment or a payment service (such as a Direct Debit or account statement) we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

What can I do if I’m still unhappy?

If you're not happy with the outcome of your complaint, you have the right to refer to the Financial Ombudsman Service, free of charge, within 6 months.

Here is how you can contact them:

Post:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4 567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Important legal information

Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.