Business Overdrafts
Be financially flexible with a business overdraft.
Help and support
Supporting your banking needs
Online banking
Our online services
Accounts and savings
Everyday banking and payments
Find out more
Borrowing
Loans, cards and finance
Find out more
Take payments
Card readers and online
Existing customers
Accept card payments with our wide range of face-to-face solutions.
International trade
Business at home and abroad
Existing customers
Insurance
Find the right cover
Find out more
Help protect your business from legal fees and compensation costs if a customer, client or other third party makes a claim against you.
Business guidance
Start-up, manage and grow
Useful resources
Find out how some of our customers have evolved their businesses in innovative ways.
Corporate solutions
For corporates & institutions
Existing customers
Find the latest insights, reports, expert commentary, client case studies, and economic and markets updates.
At Lloyds Bank, we aim to provide excellent customer service whenever you deal with us. If we do not achieve this, we would very much like to know so we can have the opportunity to put things right.
You can write or speak to:
You can expect us to:
The majority of complaints should be resolved within two working days. When this is not going to be the case, we will provide an acknowledgement of your complaint within five working days unless other arrangements are agreed with you in advance.
After that, we will regularly update you on progress as advised in our acknowledgement until we have completed our investigations and issued our final response.
We will handle customer complaints as follows:
You may, of course, contact your Relationship Manager at any time should you wish to discuss progress or any other matter relating to the complaint.
Our final response will address all of your concerns, confirm whether the complaint is being upheld or rejected and if eligible provide referral rights to the Financial Ombudsman Service if you remain dissatisfied with the outcome.
If you are unhappy with our response, you should contact your Relationship Manager as soon as possible, including details of further information that may be applicable to the case. You can expect us to consider any new information and for us to either provide an updated decision or reaffirm our prior position.
You can expect us to:
The Financial Ombudsman Service (FOS) is a service set up by Parliament to resolve complaints between financial businesses and their customers.
In order to refer a complaint to the FOS, you must meet the FOS eligibility criteria. The FOS will consider complaints from:
If you have a complaint and 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.
Further information on the Financial Ombudsman Service, including more detailed guidance on those who are eligible to complain, can be found on their website www.financial-ombudsman.org.uk or by telephoning 0800 023 4567 (if you’re calling from outside the UK call on +44 20 7964 0500) by emailing complaint.info@financial-ombudsman.org.uk or by writing to:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Our aim is to provide a great customer experience. If you have a concern, we will try to resolve it as quickly as possible. If you are not happy with our response and your complaint is eligible, we will advise you how you can refer it to the Financial Ombudsman Service.
Raising a complaint with us will not affect any rights you may have to pursue the issue through formal (legal) proceedings.