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Business/Contact us/If you have a complaint 

If you have a complaint

We are committed to providing products and services of the very highest standards. If you feel that we haven't lived up to your expectations in any way, we'd like to know so we can put things right for you.

If you have a complaint:

  • Make sure your usual contact at the bank knows about your complaint and tell them how you think it could be resolved. We'll make sure we respond to you, usually within five business days.
  • Or you can call our Commercial Banking Telephone Centre on 0845 072 5555 7am-8pm Monday to Friday, 9am-2pm Saturdays. We're closed on all UK public and bank holidays. To call us from outside the UK call +44 1733 347 338. You can also call us on Textphone 0845 601 6909.
  • Alternatively, you can raise your complaint with Customer Services. Write to The Manager, Lloyds Bank, Customer Services, Correspondence Centre BX1 1LT.

We'll do all we can to resolve your complaint by the end of the next business day. If we can't do this, we'll write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint 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 team dealing with your case.

Financial Ombudsman Service

If we haven't issued our response within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review. The Financial Ombudsman Service will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

You can also call the Financial Ombudsman Service on the below numbers:

  • 0800 023 4567
    Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone
  • 0300 123 9 123
    Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
These numbers may not be available from outside the UK – so from abroad call on +44 20 7964 0500.

Lloyds Bank Commercial Banking customers that are micro-enterprises with a group annual turnover or balance sheet up to €2 million (sterling equivalent) and who have fewer than 10 employees may be eligible to take their complaint to the Financial Ombudsman Service.

How do I make a complaint about the way that my PPI was sold?

You can ring a dedicated telephone line for customers with PPI complaints 08453 005599.

We will be happy to accept any complaints in the usual way and process these accordingly.

If you prefer to write the address for correspondence is:

Customer Care
Lloyds Bank Insurance
Tredegar Park
Newport
NP10 8SB

Should you wish to take your complaint further, please click the link below which will take you to the Financial Ombudsman Service website. This includes details of how to make a complaint and provides a questionnaire for you to complete.

Click here for more information about PPI