Classification: Public
I want to be sure my
complaint is taken seriously
Our promise
Our aim is to offer great products and excellent service,
but sometimes things can go wrong. If you need to
complain, we promise:
To do our best to put things right as soon as we can
You’ll receive contact details of the person or team
dealing with your complaint
To give your complaint our full attention and commit to
resolving the issue for you no matter how you choose
to tell us about it, whether it’s by phone, in branch,
online or in writing
If you have a complaint, we like to talk to you about it as
soon as possible and most of our customers agree. The
majority of complaints are resolved there and then.
HOW TO
COMPLAIN
Putting things right
Let us know if there’s a problem
ims@lloydsbank.co.uk
Call us on (44) 01422 861098
Write to us at Lloyds Bank plc, IMS
Customer Service, PO Box 3413,
Sheffield, S4 7YB, United Kingdom
Important information
Your call may be monitored or recorded in case we
need to check we have carried out your instructions
correctly and to help improve our quality of service.
If you need to call us from abroad, or prefer not to use
our 0845 number, you can also call us on (44) 01422
861098.
Lloyds Bank plc is authorised by the Prudential
Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation
Authority under registration no. 119278.
We are covered by the Financial Services
Compensation Scheme (FSCS).
Information correct as at April 2018.
Classification: Public
How to raise your concern
When you contact us please include the following
information so we can resolve your complaint as
quickly as possible:
Your account details
As much information as possible
Any actions you wish us to take to resolve your
complaint
Toll free Malaysia – 1-800 81 7654
Phoning from Hong Kong – (852) 2847 3131
Phoning from Singapore – (65) 6416 2890
UK Free Phone – 0800 092 7227
UK Inclusive Minutes – 0345 835 6612
International number – (44) 01422 861098
Email – ims@lloydsbank.co.uk
You can call and speak to our specially trained
advisers who will help resolve your complaint over the
phone. These advisers can take advice from specialist
areas so you don’t need to be passed on to another
department.
Call or Email us on
Nov 2019 v1.2
As it takes longer for a letter to reach us, it will take us
longer to respond if you use this method. Write to us at
Lloyds Bank plc, IMS Customer Service, PO Box
3413, Sheffield, South Yorkshire, S4 7YB, United
Kingdom.
We will contact you by phone once we receive your
letter, so it’s important that you provide your phone
number and information on the best time to contact
you.
Please be aware that we find complaints received in
writing take longer to resolve as it can be difficult for
us to get back in contact with you. We want to make
sure your complaint is resolved as quickly as possible
so please consider phoning us.
Write to us
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.
If we don't manage to resolve the complaint within five
days we will write to give you an update 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 specialised team dealing with your
case.
Once all the details of the complaint have been
investigated, (we may call you for further details) we
will issue a 'final response' to your complaint.
The Financial Conduct Authority (FCA) gives us a
maximum of eight weeks to resolve complaints but we
will aim to get your complaint resolved well before this
deadline.
How we’ll handle your complaint
Lloyds Bank is a member of the Financial
Ombudsman Scheme, which offers an independent
review service. So if you’re still not happy after we’ve
tried to put things right, you can ask the Ombudsman
to look at your case for free.
If we can’t agree a solution
Financial Ombudsman Service (FOS)
Write to:
South Quay Plaza, 183 Marsh Wall, London
E14 9SR
Telephone:
0800 023 4567 or 0300 123 9123 or from
abroad (44) 02079 640500
Email:
complaint.info@financial-ombudsman.org.uk
For more information, visit
www.financialombudsman.org.uk
Please bear in mind that the Financial Ombudsman
will only help if you’ve already referred your complaint
to us and you’re still not happy.
