Lloyds Banking Group Reviews 219

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.

Absolutely terrible 7 days to get on my app, banks closed getting worse by the minute 😫

They might as well have put up a sign outside saying please go to our website we are not interested in your business. I think they will transition to an online only format as that seems what they are aiming for

This bank, operating under its subsidiary, Halifax Bank, doctored telephone calls and data which directly affected the outcome of my complaint and misled the regulators, who I believe ultimately colluded with the bank to create a narrative. This data manipulation enabled the bank to apply over £35,000 in illegitimate mortgage debt over a two year period. Customer relations and data processing departments should receive contact from law enforcement. The extent of the data editing would suggest there is a team or department within the bank who are tasked with data manipulation. Documentary, Banksters, is forthcoming and reveals this very dark underbelly of the banking complaints complex and its accomplices.
1 star is a compliment.

Like many other reviews I’m sorry to say the experience is very negative. Having banked with Lloyds for the last couple of years both as a business customer and a private customer they’ve been rather hostile.

When we did the use switch service they made countless errors on my personal details, even the wrong date of birth.

When we’ve had service issues, the cool centre has been generally very hostile and not interested. Recently my parcel account was closed as it was regarded as business purchases for a house renovation.

We had a warning letter and spoke to the office and validated that we would be doing six months of building works. A few months later, they send the second hostile letter and close the account.

Despite another phone call to explain we already have a business account, they wouldn’t have it.

I am extremely disappointed with both MBNA Home Insurance and Lloyds Banking Group following a serious escape of water in my home. Despite the circumstances, they have refused to cover the damage to my en-suite tiles, claiming they were already loose due to wear and tear. What they fail to acknowledge is that their own contractors were working in the en-suite when the tiles fell off the wall. Regardless of their prior condition, the tiles were still in place before their involvement.To make matters worse, my sink was removed to allow their contractors to carry out work and has not been replaced, leaving me without basic facilities. I have since obtained assessments from three independent contractors, all of whom confirmed that the re-tiling should be covered by the insurer. They also advised that the existing shower unit is likely to crack or become damaged during the re-tiling process, yet the insurers are refusing to provide any financial support towards this either.The entire experience has been both frustrating and stressful. Rather than taking responsibility, there appears to be a focus on avoiding liability by repeatedly relying on the justification of “wear and tear,” instead of addressing the damage caused during their own works. I made the decision to cancel the insurer’s contractor from attending my property to install vinyl flooring and a sink, as I wanted to appoint my own contractor and retain control over the quality of the work. Following this, my insurers cancelled my hotel accommodation. Had it been clearly communicated that the proposed work was only intended as a temporary measure, I would have been willing to proceed. However, the level of communication throughout this process has been extremely poor. I had clearly informed Christine that I had hospital appointments on Monday and Wednesday, making Tuesday the only suitable day for any work. This was not properly acknowledged or managed. In addition, at least two senior consultants I have dealt with have demonstrated a clear lack of empathy and compassion, or alternatively, an inability to communicate effectively. I have now raised a formal complaint and am awaiting a response, although based on my experience so far, I remain concerned about how this will be handled. I will be crawling on the floor in my en-suite which only has floorboards as I am disabled and cannot walk until someone does, not only the right thing however, their job. I would strongly urge others to think carefully before relying on these insurers. I will provide an update once an outcome has been reached.

Following a complaint where I did not agree with the outcome, I requested the calls via DSAR. I received a DVD that I could t access due to formatting issues. I then lost the password letter for it. Six months later, following a Financial Ombudsman outcome, it became clear the bank had withheld evidence from the ombudsman. So, I asked the ombudsman to send me everything the bank had sent them and I asked the bank to send me a copy of the data from the DVD. Within 2 days, I had received the data from the ombudsman. It was 4 call files, all from the same date. I asked them where the rest of the calls were, they told me “the bank sends us what they feel is relevant and we decide what’s relevant from that”!
Clearly this is a problem. The alleged perpetrator of a crime and the judge decide what’s relevant without any input from the victim.
I listened to the 4 files. One of them contradicted the banks outcome, in another, the banks agent calls me a w*nker, it’s whispered as I speak but it’s there.
I report these two calls to both bank and Ombudsman but obfuscation techniques kick in and I am banned from calling the bank because I “failed” security on a phone call with my complaint manager, before I’d been able to discuss anything with him.
Two months later, I receive the copy dataset of the DVD, on accessing it, I immediately notice the two relevant calls I just reported, were missing.
I report this to the bank and ombudsman, it falls on deaf ears again. It’s worth nothing, the bank sent the FOS just 4 call recordings, all from the same day, 11/7/22, relating to the complaint period (11/7/22-31/12/22). In the DvD copy dataset, there were 10 call files. What happened next proved to me that this bank is doctoring customer data to manipulate the outcome of complaints. I found the password letter for the original DVD and got it open. The DVD contained 15 call in the same period. On listening to the newly discovered evidence, it became apparent that the only files removed from the copy of the DVD, were not only relevant but beneficial to me and would’ve directly effected to outcome if the complaints. When this was brought to the attention of Financial Ombudsman, they refused to comment on the data on the DVD. They claimed FCA DISP Handbook rule 3.3.4 applied. It didn’t, the ombudsman then tried to apply another clause, then another before finally settling in 3.3.4B, when I pointed out that this clause has a subsection (3) which specifically allows for new material evidence. When I pointed this out, a threat to disconnect the call was given.
So, there you have it. A major bank is strategically editing your data to manipulate complaint outcomes and they’re doing it with the assistance of the Financial Ombudsman Service.

The password reset system is horrendous. Says the one-time password would come within 7 days. It took 20 days and didn't even work. Got locked out of online banking the whole time. You guys need to fire whoever in charge of this, your digitalisation is way behind your peers.

Been A Club Lloyds customer since 2018 and the experience is slowly but surely the experience has been getting worse, especially with the customer service. Agent today was ruder, impatient refused to answer any questions and if I didn't know any better was just being lazy because they wanted me to use their broken automated system for something you can just do over the phone which I've done many times before. Even if this is a legit new change, it's terrible. The agent said "we have to use the messaging service because it's available on your app" If that's true them I'm just gonna delete the app because that messaging service will takes ago respond, then when they do, you spend 5 seconds to reo-open the chat interface n your phone and by that time the agent has left.

Your money is not safe with Lloyds
I am concerned about the security of funds held with this bank based on my recent experience.

I identified a pending transaction on my account that I did not authorise and promptly reported it through the bank’s chat service. During the process, I was asked a series of verification questions and was advised to replace my bank card, which I did in good faith.

However, I was subsequently informed that my fraud claim could not be progressed, as the bank stated there was no evidence of suspicious activity. This conclusion was reached despite my clear assertion that the transaction was unauthorised.

From a customer protection perspective, this raises serious concerns. Under applicable consumer protection and payment services regulations, customers are generally entitled to have unauthorised transactions properly investigated and, where appropriate, refunded. In this instance, I do not feel that my claim was handled with the level of diligence, transparency, or fairness that one would reasonably expect.

I would strongly recommend that the bank reviews its fraud investigation procedures and ensures that customers reporting potential unauthorised transactions are given adequate protection and a clear, reasoned explanation of outcomes.

Based on this experience, I cannot confidently say that my funds feel secure with this institution.

I have a repayment plan with them and all of a sudden interest was charged.

I called their customer service and it took them 'just' 45 minutes only to tell me that they would put a 30 days hold on my account as I have always paid on the same date.

I don't know where Lloyds' customer service is situated now but their English is terrible and hardly understandable. I hope I will never have to contact them again. This happened in March 2026! They must have changed their customer service centre recently as earlier days I always had English speakers on the phone and no problem at all understanding them.

Btw, we don't have a branch here anymore and I didn't have a choice, but please be aware.

I've been a Lloyds customer for only 3 months and now on my 3rd debit card from having fraud problems and given new card. It's so frustrating because you have to use a message service write something then have to wait for a answer then have to answer a question they ask then wait its been 3 days of that and still don't know what's going on but what really gets me is being asked the same things over and over again or just stupid questions

Had to speak to the bank regarding my relative who has dementia but no LPA in place. They were terrific, understanding, helpful and willing to be flexible. In a world full of people who turn their backs when you’re desperate for help from professionals, Lloyds stand out for their service.

Lloyds have a policy of providing selective information based on wether an individual customer qualifies for a specific product. This policy falls into the business model known as the law of diminishing returns. Products like the ISA bonus initiative are lost and information cannot be disseminated to partners and friends, a great initiative is lost and Lloyds continues to lose market share, due to stubborn stupidity. This also applies to Club Lloyds regular saver.

STAY AWAY FROM THEM. The worst bank I have ever had to deal with when it comes to business related transactions. I received a payment from a client which was web related and they closed my account. With no explanation use Revolut or Natwest instead.

They treat your money as their own and refuse to make a payment even if you insist its to a family or friend at your risk, then you have to go through security with them which when you actually do get through to someone they hang up ! the account is then suspended 😤. Wasted so many hours on the phone to these jokers I wouldn't recommend them to anyone.....

Mel is always happy and always helps me with my app and helps me with any issues

I have tried to get a year statement as I cannot print my own. Called Lloyds to see if they can print one for me. They told I can only get it in my app. It is hard to see given my age and not good sight to read on a small screen. I went to the bank and still tried to push me to go on the app. I was told that as the account is closed ( I only closed it a month or so ago ) they cannot send me a hard copy by post. I have been a customer for 30 years. They call this customer service. Hopefully you have better service but from the numerous bad reviews I don't think I am alone.