Lloyds Banking Group Avis 

In the last 4-6 weeks I've had THREE separate reasons to make a formal complaint. The first (current account) was actually resolved in good order by a helpful complaints manager - though I cannot agree with their reason for the problem.

Shortly afterwards I had a problem with a lloyds credit card; notification I had missed a payment three days after being notified the payment was received - from my LLOYDS current account, which it was. This complaint was handled ABYSMALLY; I had a short call saying the person would be handling the complaint, followed by a "secure message" via email. SO secure that despite trying several times it proved completely impossible to access or read whatever it said. Having tried calling (waste of more time and effort) I asked to make a second complaint. That was refused because I already had a complaint. Instead, they said they would "re-open" the complaint and get back to me. They didn't, so I went to the Ombudsman - whoch said unless I waited the full eight weeks I'd need to send final response letter (which I STILL can't access!).

Having wasted more time trying to explain the problem to the Ombudsman I did as they suggested and (reluctantly) tried calling Lloyds AGAIN. Another complete waste of time; a promise someone would call me and get me the letter. They didn't and they still haven't, so looks like another three-four weeks before I can go back to the Ombusman. MEANWHILE...

I get a letter in the post stating I've missed a payment on my INSURANCE policy. I hadn't - like the credit card, it went out from my LLOYDS current account on the day it was due by direct debit. It soone became apparent that the insurance policy was also with Lloyds.

After making ANOTHER complaint I got a response from a complaints manager who was quite helpful. However, while she was going through what had happened I had ANOTHER issue with the policy when I discovered (by accident) they had the wrong account number for the next payment (I'd switched banks and as was later confirmed DID give them the correct number). Now the problems escalated far beyond anything I could accept. I spent 75 MORE minutes on the phone JUST attempting to make a manual payment with them since having corrected their account number mistake the payment was too close to the due date to be processed in time. First, a conversation with someone who could take the payment; I had to suffer being force-fed one of their (numerous) scripts - which had absolutely NOTHING to do with the purpose of the call - before he would transfer me to the "payment" line. In fact, it wasn't the "payment line" he transferred me to; I the had to endure endure yet ANOTHER pre-recorded and completely unnecessary long script. Next it was "we're unusually busy at the moment and someone will be with you shortly...". After going past 75 minutes my phone battery died so I gave up; it transpired no-one would have EVER "be with me" since they'd all gone home an hour earlier.

The complaints handler called me the next morning and (to their credit) was aware of the new problems and calls I'd had. She said she'd get someone to call me to take the payment - and she did. UNfortuately I had to suffer the SAME completely irrelevant script AGAIN before being put through to (this time it was stated when I arrived there) the "payment" line; only to be confronted with ANOTHER force-fed, pre-recorded script, followed by - you've guessed it - "we're unusually busy at the moment and someone will be with you shortly...". This time I wasn't going to completely WASTE another unknown quantity of my time so after a while hung up. Next morning the complaints manager called to say she'd uphold my complaint (not that she had much choice given what I'd been through) and that they'd keep calling to "take" the payment I'd already spent HOURS attempting to make - all because they got the account number WRONG in the first place and THAT wasn't the initial issue resulting in my complaint. I refuse to listen to pre-determined scripts with this shambles again; I would hang up if they tried OR put me through the the never actually answer queue. I suggested they send someone from their nearest branch - probably 100 miles away nowadays - and I'd pay them on the doorstep (provided they didn't arrive spouting one or more of their stock scripts). Unsurprisingly, she said they weren't able to do that - just as I'm not able to donate the rest of my life attempting to jump through hoops to make a payment they never actually take.

Compensation produced - yes. Problems resolved - not only NO, but I now have more than I started with and have multiplied the wasted time from my original complaints - ALL of which were completely valid.

I've been with Lloyds for 50 YEARS and although they have very stiff competition I have to say they have become the WORST of a bad bunch.

Absolute joke! Been with Lloyds for years. Now I’m a fraud victim because of them for the second time. They let fraudulent transactions happen time and time again. I’ve reported it to them three times in the last week, each time I’m told they’ve blocked the fraudster and it won’t happen again but it does. Every time I call them back they say it wasn’t blocked but they’ve done it this time. Liars!!! Even reported the debit card that was being defrauded as lost and they’ve issued a new one only for another transaction to go out today on a card I haven’t even received yet!!! So-called helpline has non-UK national staff who just say sorry sorry sorry. How can a fraudster debit money from a card I don’t even have yet??? No answers from Lloyds, just lies and empty promises. Have moved all of my savings to another bank and once my last DD of the month leaves my Lloyds account tomorrow they can stick their account where the sun doesn’t shine. Bet they’d behave better if I had millions in my account. Have to jump through hoops to get into my own account online or on the phone but they’ll hand over the world to a fraudster and refuse to stop them when it’s reported. Absolute sham of a bank. Never again.

Just tried to deposit a cheque from the dvla so all the numbers and letters were typed and readable, using the pay in cheque on the app, all the cheque was in the white corners but it kept saying move left, move right, move up, move down, don’t know how many times, eventually it took photos but wouldn’t deposit, now we have to travel 7 miles to a branch because the one a mile away you closed, thinking about moving bank

Yet again no surprises that I have to wait on a telephone with useless press this, press that but NO HUMAN available as I try to find out why a pending transaction on my Lloyds Visa credit card cannot be cancelled as the order from John Lewis has NOT been confirmed to me by email as is normally the case. If this debit is put through and I still have NO confirmation of order I will ensure that Lloyds Bank to whom I tried to get help are exposed for their poor customer service.....in fact non-existent.

The in-app messaging response time is shocking. I started a chat with an agent 4 hours ago, still trying to resolve it. It like takes them an hour to respond to each question with a question. It's driving me bonkers!

I have two complaints against Lloyds bank. They have removed the nicknames facility for savings accounts when using the Club lloyds online current account. The nickname facility is however available on the app they keep encouraging me to join. Second complaint is that you no longer can have a Club Lloyds Monthly saver if you have an ordinary Monthly saver.
The problem is nobody seems to know why these changes have happened and I then received a letter saying my complaint had been resolved but with no information as to how it had been resolved.
I’d be interested to know how many of their customers are actually canvassed by Lloyds Bank, to gauge opinion to such changes.

*Please Read" taken me 3 years to have the confidence to leave this review Regarding Lloyd's Account Opening Centre (AOC). Please do not join this department. Myself along thousands of others Including T's (team manager) have been effected by mental health due to one nasty individual who dictates & controls others which is
"Gillian Brown". The department is like Eastenders colleagues and managers dating each other/ colleagues dating colleagues.
Definitely cheating has been accomplished. Many managers have left due to the drama & due to Gillian Brown for example and I quote from another tm " I hated her she was controlive" and also from another tm "she said to me I bought a new car what car do you have in a way off boasting". Colleagues get miss treated and it's a shame the hierarchy aren't able to see it that are above Gillian due to colleagues being afraid to speak as actions would be put against them or afraid to loose there jobs. I do know individuals are spreading the word for people to stay away from that department. Just want all people to know you are not alone as many people have been affected and troubled in this department. If you are still there Leave as soon as you can.
Many amazing individuals could have been TM's but unfortunately from Gillian it's all about favouritism. Especially if your black you'll never be a TM for AOC. God bless everyone.
I have tried to leave this review on Google, indeed but gets rejected it's so hard to speak out regarding this torturous department

I got a new LLOYDS ULTRA credit card recently and from the very beginning there were problems using internet banking in order to check on details for this card.I think Lloyds have deliberately corrupted internet banking in order to force users to use the app--with a view to using facial recognition and finger prints to access the account.
The internet side of things keeps misremebering passwords and memorable information and when one tries to change any of these it sends you on a loop, which basically ends up threatening to disable your account. Calling customer support is enxt to useless-as you ahve some poor uneducated uninformed soul who cant see what you a re seeing on your screen and therefore cant really help you.
Its a sca and if tis not resolved I will be closing my account and going back to my MBNA card.
If Lloyds cnat get internet banking to work how can I trust it with my face and finger print.!
STAY AWAY FROM LLOYDS

Unable to use my Lloyds Banking App, an absolute waste of time , have just received one time Password no
( 9 ) again a complete waste of my time again, refuses to recognise the password yet again , also will not recognise my phone no which is listed on my Banking security details , i have tried ringing the help desk 3 times , first time it took 40 Mins wait time with no help at all , just got told they would send another one time Password , the second time i was told there was an issue with my mobile phone and if i hung on they would look into it and i ended up hanging on the phone for thirtytwo minutes with nobody getting back to me in all that time , and another call on Friday 12th when i was informed they where very busy 40 mins wait call time please use the App instead ? this is what i have been trying to use , what an absolute waste of space Lloyds are , i would never reccommend this shower of inconfidents to anyone.
RA Leighton,

The worst ever customer service. I bank with or have credit cards with First Direct (excellent), Wise (excellent), Amex (excellent), Citi (very good) but Lloyds is awful. I have been trying for almost two weeks to address a probable fraud issue. I have notified Lloyds on the app but get nowhere. I have tried calling but it's impossible to speak to a human. Too often the app and website are down because of technical problems. I am terminating all of my cards with them. Never again.

Falmouth branch closed last month. At the new banking hub my elderly mother can no longer pay in cheques or pay off her credit card, it's simply a glorified cashpoint manned by a human. What a waste and shame on you Lloyds for telling people that they would still have access to banking services after the branch closed.

The end of term team, with the Complaints Manager, ROSEMARY ALLISON is a bully! Knowing that my exchange and completion was taking place and having received the Memorandum of Sale, she still insisted that I was taken to court. The court case was on the 1/4/26 @3pm and the completion and exchange was on the 1/4/26 @ 4.05pm! The case cost me £2500, Awful spiteful manager that should not be working in the complaints team as it defeats the purpose of a fair process

Costumer service is appalling! After the last issues, a new one. I was not aware that some credit cards show 2 lots of the same transaction. Doesn't make sense but hey. Paid for something through paypal linked to my new changed by lloyds card from master to visa. 2 identical charges. Used 24/7 messaging asking why. Was told phone xyz nothing to do with us, more or less. Previously at least an apparent card person was connected even though he had no idea. Dreadful! And please do not reply to me telling me not the impression you want to give. This is the service you do provide!

Well,after some considerable time I phoned Customer Services,and spoke to Christina and received great help,yesterday I got to connect with Arjun and it was a great help as I have spent a lot of money calling from Brazil to England I had fraud on my account the card rightly was cancelled,not sure whether I will be getting a refund as I didn't communicate with the Federal Police as I had been working with the police in UK,I know how long and how difficult it is to be sure of appropriate assistance as it involves money,I now know exactly my new card details because of Arjun helping me they are sending my new card to Brazil,I recommend this person I don't know whether male or female but incredible assistance perfect,Lloyds did well so far,lets hope I get a refund as I need the money to fly back with my wife in July 2026,grateful thanks Arjun!!

Dealing with the DSAR nightmare grossly incompetent.
Olivia were you not supposed to call me at 1 pm? YOURN!!!
Dishonesty is their moto until their caught out.

Switch current account is total scam just do all headache and you won’t get nothing

Waited for a new credit card for 11 days straight, it arrived, now waiting for the pin that still hasn't arrived and need money to live.... I downloaded the app in hoping to find a pin on there its taken over an hour to sort that out and now they want to send me a letter out with a verification code and that will be here in 7 days.... Absolutely pathetic service. Who sends a letter these days?? Hopefully I can feed my family on thin air

I’m an Halifax Bank customer & I visited the Lloyds Banking Hub in Richmond (London) yesterday.
I was helped by a Customer Service Specialist called Richard. Richard was polite, professional & particularly helpful. He totally resolved my issues with patience & kindness.
He was totally committed to helping me, with clear explanations.
I couldn’t have asked for better service.

I have been a customer of Lloyds bank for over 50 years the account was opened by my first employer. Over the past couple of weeks I have tried unsuccessfully after 3 trips to the bank and phone conversations, to get some advice on a savings account which I was advised to get. Everything it seems has to be done online assuming you have the correct connections and apps etc. The phone signal is poor in my area, you cannot speak to anyone in person in the bank. You have to take you own device into the bank and try to connect to an advisor online, which unfortunately I was unable to do. And all this interaction online and on the phone is with a complete stranger who you are expected to trust, even though the advice regarding fraud is the opposite.

I have banked with Lloyds for 35 years, and I have never been more disappointed. Without my consent, Lloyds Business Banking introduced overdraft fees on my account — despite the fact that I have never used an overdraft. This is a credit‑related change that requires explicit customer agreement, yet Lloyds Business Banking never asked me to sign anything, never requested online approval, and never provided a new overdraft agreement.

Their excuse is that they “sent information” about the change. I received no such communication. The first sign was a £12 fee suddenly appearing every month. When I raised this with them, they refused to refund the charges.

After decades of loyalty, I expected better. Instead, I was met with indifference and a complete lack of accountability. I will be moving my money elsewhere. Lloyds have shown they cannot be trusted to act transparently or fairly.