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.
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Card payments are often declined due to either reaching a payment limit or as a result of earmarked funds on your account.Funds are earmarked on your account when you make a debit card transaction. Once the amount you have spent is debited from your account, the earmark will be removed.
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If you have a transaction that you are unhappy with, please find guidance below.
Define difference between dispute and fraud
Note: in some instances the transaction maybe an earmark added by a retailer onto your account.Funds are earmarked on your account when you make a debit card transaction. Once the amount you have spent is debited from your account, the earmark will be removed.
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We understand that you may have questions about your account. The following are some of the most common.
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Please see below for help on the most frequently used features of our app and Internet Banking.
Logging on- You can select 'Show' when typing your password to make sure you haven't miss-typed it when logging on.
- There are two levels of security when logging on: your password and Memorable Information. These are different. You will be asked to input your full password alongside your username. You will only be asked to select 3 random characters of your Memorable Information.
Make sure you have a stable internet connection. If you switch networks, for example you use Wi-Fi at home and then your mobile data connection when you leave the house, you may get logged out or experience an error message. If this happens, refresh the app and try again.
Reset your logon details- If you have forgotten any of your logon details, simply click on the 'Forgotten your logon details?' link on the log on page. You can choose to change your password only, your Memorable Information only or both. You can also find out your User ID.
Find out how to reset your logon details
Deposit cheque- Use the app to take a photo of the cheque to save going into branch. Once accepted, the cheque is processed just like normal and the money is usually available the next working day.
- Make sure the name on the cheque matches the name on your account or this may be rejected.
Find out how to deposit a cheque using the app
Pay someone new- When you are paying someone for the first time we have introduced some checks to make sure you are sending your money to the right person.
- We check the sort code and account number against the name of the person you are paying. Make sure you use the persons correct name rather than any nicknames or abbreviations.
- Sometimes we will ask you to provide further information regarding the payment to protect you from fraudsters.
- When someone is paying you for the first time you can share your account details through the 'share account details' option in the app.
Find out how to pay someone new
Getting in contact with us
If the guides above didn't help you, please get in touch choosing the best option for you.
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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.
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.
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.