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.

To voice your concerns, please follow our 3 step procedure.

Step 1 – Let your usual point of contact know

Inform us of your complaint and how you think it could be resolved by:

• Calling into any branch.
• Calling our Commercial Telephone Banking Centre on 0845 072 5555. If you need to call us from abroad, or prefer not to use our 0845 number, you can also call us on +44 (0) 1733 347338 to speak to one of our advisors (we’re closed on all UK public holidays). You can also use textphone on 0845 601 6909.
• Writing to us at the address shown on your statement.
• Contacting your relationship manager.

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.

Step 2 – Follow up

To follow up your complaint with our Customer Relations Team, you can:

• Ask the person you raised your complaint with to refer the matter to them.
• Write to The Manager, Lloyds TSB, Customer Relations, Correspondence Centre, BX1 1LT.

Step 3 – Financial Ombudsman Service

If we haven’t issued our ‘final 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. Tel: 0845 080 1800.

Customers not eligible for the Financial Ombudsman Service

Commercial 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 make their complaint to the Financial Ombudsman Service.

Business that are not eligible to take their dispute to Financial Ombudsman Service and are unhappy with our final response may contact their Area Director whose details can be obtained from your Relationship Manager or Relationship Director.