Voice your concerns

We aim to provide excellent customer service. 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.

 

How to raise a complaint

You can raise a complaint by contacting:
 

Your Relationship Manager

or anyone in your Relationship Manager’s team.

The branch or service centre

that first handled the matter.

Service Directory

The contact listed in your Service Directory (if applicable).

A business specialist

via our Contact us page.

What you can expect from us

We will:

  • take your complaint seriously  
  • understand the nature of your complaint and how you feel it should be resolved
  • tell you if we can resolve the matter immediately or not
  • keep you regularly updated, using your preferred method of communication if we can
  • be fair in our assessment, putting matters right if we have caused you inconvenience, distress, disadvantage or loss.

What happens after you make a complaint?


We’ll try to resolve your complaint as quickly as possible and keep you updated along the way.

Received

Most complaints should be resolved within 2 working days. If not, we'll confirm within 5 working days.

Exceptions

We'll agree a different timescale with you if we think it'll take longer. If there's a delay outside our control, we'll respond within 35 days.

Final response

We aim to resolve your complaint and give you a final response within 8 weeks.

You can contact your Relationship Manager at any time to discuss the progress of your complaint or any related concerns.

Where the Financial Conduct Authority’s (FCA) rules apply, the FCA gives us 8 weeks to issue a final response, but we will aim to resolve all complaints well before this deadline.

Payment services or e-money complaints

If your complaint relates to payment services or e-money (Direct Debit or Online Transaction), we aim to issue a final response within 15 business days, beginning after we receive your complaint. If something outside of our control causes a delay, it may take up to 35 days. If so, we’ll let you know. 

Lloyds Bank Corporate Markets Wertpapierhandelsbank GmbH

For complaints that relate to Lloyds Bank Corporate Markets Wertpapierhandelsbank GmbH, please refer to the How to voice your concerns guide (PDF, 478KB).

If you're unhappy with the outcome


If you’re unhappy with our response, get in touch with your Relationship Manager as soon as possible, including details of further information that may be applicable to the case.

 

You can expect us to:

  • fully consider the reason(s) for your dissatisfaction
  • take into account any new information and respond accordingly
  • either give you an updated decision or reaffirm our prior position.

Eligibility criteria

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us. You must also meet the FOS eligibility criteria.