Lloyds Bank

Retail bank offering insurance. Products & services: Banking, Home Insurance, Car Insurance.

Updated: 3 August 2026

Company Overview

Industry: Retail and commercial banking
Parent company: Lloyds Banking Group plc
Regulator: Financial Conduct Authority and Prudential Regulation Authority (FRN 119278)
Ombudsman: Financial Ombudsman Service
Founded: 1765 (Lloyds Bank; the legal entity Lloyds Bank plc was incorporated in 1865)
Legal entity: Lloyds Bank plc (Companies House no. 00002065; FRN 119278)

2.37per 1,000Banking & credit cards complaints per 1,000 accounts
54.21%Complaints closed within 8 weeks

What customers complain about

Customers complaining to Lloyds Bank overwhelmingly do so about everyday banking: in the FCA data for July–December 2025, banking and credit cards accounted for 87,894 of Lloyds Bank plc's 90,837 complaints, with current accounts and credit cards the most common products. Home finance (mortgages) generated the highest complaint rate relative to account numbers (7.48 per 1,000). Lloyds upheld about 30% of the complaints it closed in that period, below the industry average of roughly 55%, and closed just over half (54%) within eight weeks. Common themes reported to banks generally include fraud and scams (authorised push payment claims), account access and service, charges, and how arrears or vulnerable customers are handled. Lloyds gives a final response within eight weeks (15 days for most payment-service complaints); if you remain unhappy you can take the case to the free Financial Ombudsman Service within six months.

Complaint categories

1
Banking and credit cards97%
The overwhelming majority of complaints. In H2 2025 this group accounted for 87,894 of Lloyds Bank plc's 90,837 complaints. The FCA reports current accounts and credit cards as the most-complained-about products across the banking sector.
FCA firm-level complaints data, Lloyds Bank plc, 1 Jul–31 Dec 2025.
2
Home finance (mortgages)3%
Fewer complaints in absolute terms (2,575 in H2 2025) but the highest complaint rate relative to accounts, at 7.48 per 1,000. Mortgage arrears handling has been the subject of past enforcement against Lloyds.
FCA firm-level complaints data, Lloyds Bank plc, 1 Jul–31 Dec 2025.
3
Fraud and scams (APP claims)
Reported theme across banks: authorised push payment scam reimbursement claims and disputed transactions. Lloyds is an in-scope provider under the mandatory APP reimbursement scheme in force from 7 October 2024. Reported theme, not a Lloyds-specific published category share.
PSR mandatory reimbursement rules; Lloyds APP refunds guidance.
4
Insurance and pure protection
A small share of Lloyds Bank plc complaints (293 in H2 2025), at 0.45 per 1,000 accounts.
FCA firm-level complaints data, Lloyds Bank plc, 1 Jul–31 Dec 2025.

Latest statistics

90,837Complaints opened (all products)H2 2025 (Jul–Dec 2025)
54.21%Complaints closed within 8 weeksH2 2025 (Jul–Dec 2025)

Figures are for the legal entity Lloyds Bank plc (the Lloyds Bank brand) from the FCA firm-level complaints data, reporting period 1 July to 31 December 2025 (published April 2026). Halifax and Bank of Scotland are reported separately under Bank of Scotland plc and are not included here. Rate figures are complaints opened per 1,000 relevant accounts, as calculated and published by the FCA.

Contact methods

Complaint journey

1
Raise your complaint with Lloyds
Contact Lloyds by phone, online, in branch or in writing.
Typical responseImmediate
What happens
Contact Lloyds first. You can call the complaints line on 0800 072 3572, complete the online complaint form, speak to staff in any branch, or write to Lloyds, Customer Services, Leeds, LS78 1LB. Explain clearly what went wrong, the impact on you and the outcome you want, and quote relevant account and transaction details.
2
Lloyds investigates
Lloyds reviews your case and may contact you for more detail.
Typical responseOngoing
What happens
Lloyds logs the complaint and investigates. Many issues are resolved quickly. If it is still investigating after four weeks, Lloyds says it will contact you to explain why and when you can expect a response.
3
Receive a final response
Lloyds sends its decision and, if relevant, any redress offer.
Typical response15 days (payments) / 8 weeks
What happens
For most payment-service complaints (for example a Direct Debit or a payment dispute) Lloyds aims to respond within 15 business days, exceptionally up to 35 days. For other complaints the regulator allows up to eight weeks for a final response, though Lloyds aims to resolve sooner. The final response letter should explain the decision and your right to go to the Financial Ombudsman.
4
Escalate to the Financial Ombudsman Service
If unhappy, ask the free ombudsman to review the case.
Typical responseWithin 6 months of final response
What happens
If you are unhappy with Lloyds' final response, or eight weeks pass with no resolution, you can refer the complaint to the Financial Ombudsman Service. It is free and independent, and you normally have six months from the date of the final response to do so.

Response times

Lloyds works to the FCA's complaint-handling deadlines. For most payment-service complaints (such as a disputed payment or a Direct Debit problem) it aims to send a response within 15 business days, and exceptionally up to 35 days. For other complaints the FCA allows up to eight weeks for a final response, and if Lloyds is still investigating at four weeks it says it will contact you to explain the delay. In its own FCA-reported data for July–December 2025, Lloyds Bank plc closed 4.35% of complaints within three business days and 54.21% within eight weeks. If eight weeks pass without a final response, or you are unhappy with the response, you can go to the Financial Ombudsman Service.

If your complaint isn’t resolved

If Lloyds Bank can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Recent news

29 April 2026
In the FCA's firm-level complaints data for July–December 2025, Lloyds Bank plc was the single most-complained-about firm, reporting 90,837 complaints; Bank of Scotland plc (Halifax) added 79,508, and the industry-wide upheld rate fell to about 55.5%.
Read more
1 March 2026
The FCA published final rules for an industry-wide motor finance redress scheme covering agreements made between 2007 and 2024. Lloyds Banking Group (whose Black Horse arm is a large motor lender) has set aside around £1.95bn in provisions and said it would review the rules.
Read more

Earlier cases

11 June 2020
Historic: the FCA fined Lloyds Bank plc, Bank of Scotland plc and The Mortgage Business plc a total of £64,046,800 for failures in handling mortgage customers in payment difficulties or arrears between April 2011 and December 2015. The group had already paid about £300m in redress to roughly 526,000 customers under a 2017 scheme.
Read more

Know your rights

FCA DISP complaint-handling rules
Lloyds must acknowledge and investigate complaints and issue a final response within the regulator's time limits (up to eight weeks generally; 15 business days for most payment-service complaints), and must tell you about your right to the Financial Ombudsman Service. This is a regulatory requirement, not legal advice about your individual case.
Payment Services Regulations 2017
Give you protections over payments — for example a refund for unauthorised transactions and rules on how quickly payment complaints are handled. Relevant to disputed or fraudulent payments on your Lloyds account.
PSR mandatory APP reimbursement scheme (from 7 October 2024)
As an in-scope UK payment provider, Lloyds must reimburse most eligible victims of authorised push payment scams made via Faster Payments or CHAPS, up to £85,000, generally within five business days, subject to the scheme's conditions and any excess.
FCA Consumer Duty
Requires Lloyds to act to deliver good outcomes for retail customers, including handling complaints fairly and supporting customers in vulnerable circumstances. Useful context if you feel you were not treated fairly.
Consumer Rights Act 2015
Where Lloyds supplies a service, it must be carried out with reasonable care and skill. This can support a complaint about poor service, though most banking disputes turn on the FCA rules above. This is general information, not legal advice.

Frequently asked questions

How do I make a complaint to Lloyds Bank?

You can call the Lloyds complaints line on 0800 072 3572, use the online complaint form, visit a branch, or write to Lloyds, Customer Services, Leeds, LS78 1LB. Quote your account details and explain what went wrong and what you want put right.

How long does Lloyds have to respond to my complaint?

Lloyds aims to respond to most payment-service complaints within 15 business days (up to 35 in exceptional cases) and to other complaints within the FCA's eight-week limit. If it is still investigating at four weeks, Lloyds says it will contact you. In H2 2025 it closed 54.21% of complaints within eight weeks.

Is Lloyds Bank really the most-complained-about bank?

In the FCA's firm-level data for July–December 2025, Lloyds Bank plc reported 90,837 complaints — the highest of any single firm. Its stablemate Bank of Scotland plc (Halifax) reported a further 79,508. Lloyds also serves a very large customer base, which is part of the reason the absolute number is high.

What happens if I'm not happy with Lloyds' final response?

You can refer your complaint to the Financial Ombudsman Service, which is free and independent. You normally have six months from the date of Lloyds' final response letter to do so.

Will Lloyds refund me if I've been scammed?

For authorised push payment (APP) scams via Faster Payments or CHAPS made on or after 7 October 2024, Lloyds must reimburse most eligible victims up to £85,000 under the mandatory scheme, generally within five business days. A claim excess of up to £100 may apply, but it is not applied where you were unable to protect yourself (for example some vulnerable customers). Report a suspected scam to Lloyds immediately.

Is a complaint about Halifax or Bank of Scotland the same as complaining to Lloyds Bank?

No. Halifax and Bank of Scotland are run by the separate legal entity Bank of Scotland plc, while the Lloyds Bank brand is Lloyds Bank plc. Both are part of Lloyds Banking Group, but you should complain to the specific brand you bank with.

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