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    How to Voice Your Concerns


    Resolving your complaints with us

    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:

    • your Relationship Manager
    • anyone in your Relationship Manager’s team
    • the relevant contact at the location that first dealt with the matter (e.g. a branch or service centre)
    • the relevant contact for day-to-day queries as advised in the “Service Directory” (where in issue)
    • using the “Contact Us” link at at http://commercialbanking.lloydsbank.com/contact-us/.

    You can expect us to:

    • take your complaint seriously and positively
    • understand the nature of your complaint and how you feel it should be resolved
    • advise you whether we can resolve the matter immediately or not
    • keep you regularly informed of progress when investigating an unresolved complaint, using your preferred method of communication where at all possible
    • be fair in our assessment, putting matters right if we have caused you inconvenience, distress, disadvantage or loss

    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:

    • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, we will have a maximum of 35 business days.
    • For other types of complaint, where the Financial Conduct Authority’s (FCA) rules apply, the FCA gives us eight weeks to issue a final response, but we will aim to resolve all complaints well before this deadline.

    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’re unhappy with how we have handled your complaint

    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:

    • fully consider the reason(s) for your dissatisfaction
    • take into account any new information and respond accordingly

    Eligibility for the Financial Ombudsman Service

    The Financial Ombudsman Service (FOS) provides support on individual unresolved complaints from personal customers and small businesses.

    In order to refer a complaint to the FOS, you must meet the FOS eligibility criteria. The FOS will consider complaints from:

    • a private individual
    • a small business which has an annual turnover, and/or balance sheet, of up to 2 million euros and fewer than ten staff (micro enterprise)
    • a charity which has an annual income of less than £1million
    • a trustee of a trust which has a net asset value of less than £1million.

    Whilst the vast majority of Commercial Banking customer complaints will fall outside the above criteria, you should speak to your Relationship Manager if you consider this is not the case for your complaint.

    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 details on the Financial Ombudsman Service can be found at: www.financial-ombudsman.org.uk, by telephoning 0845 023 4567, by emailing complaint.info@financial-ombudsman.org.uk, or by writing to:

    Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR

    Our service promise

    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.

Calls 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. Please note that any data sent via e-mail is not secure and could be read by others.

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Telephone: 0207 626 1500.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 119278.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.